We have the app, we press the ‘one-click’ button and we wait for the
delivery to arrive the very next day. That Amazon experience has become
the benchmark for all customer service. Driving business strategies for
every brand, companies are wanting to deliver a customer experience that
is proactive, instantaneous and personalised.
But how can we adopt the ‘Amazon’ way to deliver a better customer experience?
To be Amazon you need to think like an Amazon employee
Tuned into customer experience, Amazon’s success is based on a
customer-first mindset. Integrating a culture that fosters a performance
driven environment, every employee feels compelled to contribute
towards a more satisfying customer experience. They want to make the
customer happy. They want to be part of the customer journey and they
want to add to the innovation which drives the overall company.
It is this mentality which sets Amazon aside from other retailers.
Moving away from a siloed customer-centric team, a company which adopts a
customer-first mindset across all departments ensures a more rounded
and understanding service that customers respond better to in the long
run. From recruitment to HR, leadership to marketing, IT to logistics,
business leaders need to consider the customer experience within every
area of their business and focus on how continuous development can shape
the overall delivery of their services.
Drive the experience by predicting the outcomes
Considering speed, quality and price, Amazon have helped make the
customer shopping experience easier at every step. By understanding what
their customers are looking for, how they want to receive it and
predicting future purchases, Amazon is consistently innovating new ways
to enhance the customer experience. From an easier way to purchase such
as their ‘one-click’ facility, to proactively recommending products
based on their shopping history, they never stop looking at ways to
improve and proactively deliver services that will strengthen customer
By taking the hassle out of ordering, paying and delivering goods,
Amazon has instantly put customers in the driving seat. Controlling how
they deliver services, platforms they respond to, pain points they need
to address and riding the digital transformation wave, they understand
how to drive experience by predicting the outcomes of their customer-s
shopping experience. Gaining a comprehensive view of their customers
won’t just have a greater impact on productivity as well as customer
retention but will solidify a company’s position within their industry.
By having a better understanding of what their audience wants and how
they want to receive them, continuously re-evaluating how they deliver
services is what keeps companies alive.
Customer Service Management
Setting the precedent for great customer service, the Amazon
experience gives companies a benchmark to continuously improve and work
off. As customers become more demanding, wanting proactive services,
instant chat facilities and quicker response times, the ability to
proactively respond, resolve and deliver has made supporting the
customer’s overall journey prevalent to a business’ longevity.
As certified ServiceNow & Fuze partners, Unifii is an enterprise
level service management and automation company that combines the best
customer service experience together with a technology-focused
service. Understanding the value of delivering a great customer
service, and the impact poor engagement can have on businesses, their
latest technology sets to bridge the gap between service delivery and
By integrating ServiceNow’s Customer Service Management (CSM) their
latest suite goes beyond traditional customer service solutions to serve
customers more effectively. Giving customers a choice of contact
options through omni-channel engagement; the ability to automate simple
requests, and deliver solutions via a comprehensive knowledge base,
ServiceNow’s CSM provides a service that is effortless, connected and
Based on speed, agility and cost, the Amazon experience offers
customers an innovative service that continuously improves the customer
experience. This latest wave in technology advances enables companies to
do just that. Offering a seamless solution which connects the
customer’s experience with the whole business, ServiceNow’s CSM enables
companies to assign the right department to effectively engage, address,
resolve and prevent issues from reoccurring.
Every department becomes customer-centric from the first point of contact.
By accelerating the customer’s journey through forward-thinking
technology, ServiceNow’s CSM enables companies to consistently improve
and deliver an innovative customer service. Transforming how customer’s
needs are met one advance at a time!