Amazon is often regarded as one of the most customer-centric companies in the world.
Jeff Bezos was obsessed and still is with its customers and their future needs.
So Amazon can teach you a lot of things.
When I first purchased a book from Amazon 15 years ago, I was amazed by their customer experience: the combination of low pricing, quick delivery, and good customer service.
We've all become accustomed to the fantastic Amazon experience in recent years. It's something we appear to take for granted, yet in truth, customer-centricity is really unusual.
Amazon’s vision statement is:
"Our vision is to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online."
So what can you learn from Amazon's customer-centric strategy?
Let's dive into 5 strategies used by Amazon to build one of the most customer-centric companies in the world.
- #1 Become customer-obsessed
- #2 Create a frictionless customer journey
- #3 Adapt your products to your customers' needs
- #4 Invest in customer softwares to provide more customer satisfaction
- #5 Personalize your customer experience
Don't like to read? Relax! We have a video for you! 😎
#1 Become customer-obsessed
The customer is at the heart of everything Amazon does.
In a 2013 interview, Bezos said, "I would define Amazon by our big ideas, which are customer centricity, putting the customer at the center of everything we do."
And he is telling the truth. If you look at some of the services provided by Amazon, such as Amazon Prime, 1-click ordering, suggestions, special deals, and real-time support. All of these services provide value for customers.
Being “customer-obsessed” is the approach you need if you want your team to focus on what matters the most: People.
So serve them, listen to them, talk to them, care about them… love them.
This is the only way to build customer trust and loyalty.
#2 Create a frictionless customer journey
Amazon's success is all about their frictionless customer experience.
The company maintains an obsessive focus on removing every pain point from the customer journey.
Amazon tries to provide a wide selection of products to satisfy everyone. They display reviews from customers. There is a 1-click ordering option, and often you can receive your purchase in less than 24 hours.
As a result, 28% of purchases at Amazon are completed in three minutes or less and 50% in less than 15 minutes.
So try to remove all the pain points of your customers and offer a frictionless experience.
#3 Adapt your products to your customer's needs
Buying a product online was still pretty new when Amazon first started in 1994.
Due to its focus on providing excellent customer service, Amazon succeeded in building trust with its customers and positioning itself as the leader in e-commerce today.
Over time, the company has grown to provide additional products and services that are all designed to satisfy customers.
So like Amazon, your products and services must adapt to customer needs, which may change over the years.
When developing a product, always keep the "who" and "why" at the center of everything.
Iterate, talk to your customers, collect feedback and make sure your products solve a problem for them.
#4 Invest in customer softwares to provide more customer satisfaction
In fact, customers are willing to tell us what they think of our product if we simply ask them about it and listen.
Therefore, investment in tools to understand the customer's needs is crucial for a top customer-centric company.
In 2019, Amazon spent $42.7 billion on tech and content to improve their customer satisfaction.
So as a SaaS company, invest in customer softwares, focus groups, and review platforms to gather valuable insights and better understand your customers’ needs.
#5 Personalize your customer experience
68% of customers stop using a service because they believe that companies "don’t care about them.''
Amazon understands this and creates a personalized end-to-end customer experience to engage, attract, and eventually convert customers.
Therefore, connect with your customers on a personal level.
For example, at Vuzers, we help SaaS businesses personalize their customer experience with video.
Remember that a personalized experience will show your customers that you care about them and that you want them to achieve their goals.
Alright y’all, there you have it. Using these tactics you’ll be able to create a fully customer-centric company.
Remember customer centricity is becoming one of the most profitable business strategies!
What is the first step in putting it into action?
Try Vuzers for free and start engaging with your customers through personalized videos.