I have had many dealings with Amazon.com and it's a wonderful business from my standpoint. Now what makes it great are many things that relate to social media.
Let's look at their customer service.
I've had problems with orders, everyone does at some point but how those problems are dealt with is the key. Now when I go to their customer service and ask to be called right then, the phone on my end rings. How's that for service? If I have a product and I wish to return it for some reason- it's not an issue and is taken care of quickly.
Now their reviews:
I never buy a product anymore without reading the reviews and not just the good ones. I want to see what others have to say about the product, how it functioned and their experience. The only reason that don't look at the reviews is if I've already had the product and I'm just getting another one.
So how do these things relate to social media?
They are providing a service that freely gives the information of other users on the product and on their site. Sure you get the Company statement but if that doesn't jive with the user experience....?
Amazon isn't afraid to let the viewpoint and statement of others interfere with the sale. They are welcoming it, asking for it and not controlling it as so many businesses still try to do. Isn't that part of social media?
They are dealing with customer service, issues, complaints and everything that relates to their business in a real time effective manner and that gets rewards.
True story of mine:
My wife's birthday was recent so I ordered her a new Ipod Nano but when I sent in the shipping address I used our old address (by mistake) from the home we had sold in the fall and when I saw it had been delivered, I called them. It had been delivered indeed and it was my fault not theirs and I told them that. They said they would refund the order and hopefully get it back but that it wasn't my problem. I said that once I had the address of the condo we were renting I would order a new one.
Then we got a call from a former neighbor. She had seen the truck deliver something and had gone over. Sure enough a package was on the back step and she knew we weren't there any more. She took the package and called us and we got it shortly after.
Now I could have just kept it and no one would have been the wiser but I respect Amazon and their business, called them and told the story and asked that I be charged for the order since I did in fact receive it.
They have always been honest and provided a great service for me, by the same token they deserve my support and honesty. Had their customer service and business policies been different or maybe my experience hadn't always been pleasant- maybe I wouldn't have been so quick to make that call.
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Let's look at their customer service.
I've had problems with orders, everyone does at some point but how those problems are dealt with is the key. Now when I go to their customer service and ask to be called right then, the phone on my end rings. How's that for service? If I have a product and I wish to return it for some reason- it's not an issue and is taken care of quickly.
Now their reviews:
I never buy a product anymore without reading the reviews and not just the good ones. I want to see what others have to say about the product, how it functioned and their experience. The only reason that don't look at the reviews is if I've already had the product and I'm just getting another one.
So how do these things relate to social media?
They are providing a service that freely gives the information of other users on the product and on their site. Sure you get the Company statement but if that doesn't jive with the user experience....?
Amazon isn't afraid to let the viewpoint and statement of others interfere with the sale. They are welcoming it, asking for it and not controlling it as so many businesses still try to do. Isn't that part of social media?
They are dealing with customer service, issues, complaints and everything that relates to their business in a real time effective manner and that gets rewards.
True story of mine:
My wife's birthday was recent so I ordered her a new Ipod Nano but when I sent in the shipping address I used our old address (by mistake) from the home we had sold in the fall and when I saw it had been delivered, I called them. It had been delivered indeed and it was my fault not theirs and I told them that. They said they would refund the order and hopefully get it back but that it wasn't my problem. I said that once I had the address of the condo we were renting I would order a new one.
Then we got a call from a former neighbor. She had seen the truck deliver something and had gone over. Sure enough a package was on the back step and she knew we weren't there any more. She took the package and called us and we got it shortly after.
Now I could have just kept it and no one would have been the wiser but I respect Amazon and their business, called them and told the story and asked that I be charged for the order since I did in fact receive it.
They have always been honest and provided a great service for me, by the same token they deserve my support and honesty. Had their customer service and business policies been different or maybe my experience hadn't always been pleasant- maybe I wouldn't have been so quick to make that call.
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