What makes your favorite store your favorite store? More than likely it’s not just the products that compel you to return, but rather the experience. It’s reported that 97% of consumers say that customer experience is very important in their decision to return and make repeat purchases.
So what can your company do to ensure the highest quality of customer experience?
Take a closer look at how Amazon uses the concierge experience to create a memorable and enjoyable customer experience.
Like a concierge, you need to anticipate your customers’ needs, understand what makes your customers happy and provide memorable value in every visit.
What brand does this flawlessly? Answer: Amazon. Amazon has made itself the gold standard in customer experience. Let’s take a look at the three ways you can implement Amazon’s gold standard of customer service in your business.
1. Easy to navigate
If you have difficulties at a store, whether it’s finding a product or navigating through the store, how likely are you to want to return? Probably not very likely. If a customer struggles to find what they want easily and your venue makes it hard to find what you are looking for, you probably will lose that visitor in future visits. Amazon makes it easy to navigate, search and find what you are looking for with suggested alternatives. Navigating through Amazon is not like trekking through a jungle, despite its name.
2. Personalized suggestions
Amazon’s mission is to be “earth’s most customer-centric company, where customers can find and discover anything they might want to buy online.” Using collected data, Amazon is able to create personalized suggestions of products you might be interested in purchasing. Having this capability allows you to predict and anticipate a customer’s needs.
3. One-click purchase
Time is money. About 77% of US adults say that valuing their time is the most important thing a company can do to provide them with good service. How does Amazon handle this? Answer: Amazon Prime. By allowing one-click purchases, Amazon provides a speedy and convenient purchasing experience. There’s no need to waste time re-entering information every time you make a purchase. Compare this to an in-store experience: it’s like being directed to a checkout where you go straight to the cashier with no wait in line. No one wants to wait even five minutes to checkout.
Amazon’s customer focus and experience sets it apart, but is completely possible to achieve in your own business. To see how you compare to this gold standard, take the quiz. When it comes to the customer experience, are you walking, running or sprinting?
