PERFORMANCE TASK #2: AMAZON.

COM’S CUSTOMER SERVICE

Amazon.com is an electronic commerce company founded by Jeff Bezos in 1994. It sells consumer
goods, digital media, and reading devices. Its logo features an arrow that goes from A to Z, symbolizing the
willingness of the company to deliver everything to everyone in any part of the globe, as well as the smile
that customers experience by shopping on the Amazon website.
The organization considers itself customer-centric and believes that it will fail if it does not listen to
customers. Its employees, including the CEO, spend two days every two years at the customer service
desk to understand the customer service process.
Amazon creates a unique, personalized, and rewarding online shopping experience for its users.
Shoppers can rate and review the products that they bought and they can also read published reviews of
other users before making a purchase. This helps customers make smart buying decisions and increase
engagement in the site. The company also monitors the browsing and purchasing patterns of customers
and recommends products based on said information. Recently, Amazon launched Amazon Prime, a
subscription service that provides members unlimited free two-day shipping as well as access to Amazon
Instant Video and Kindle Owner’s Lending Library.
The firm’s consumer-oriented culture also manifests in its commitment to protecting customer date
Its information security teams all over the world assess risks, classify data and systems, look out for
potential intrusion and focus on security intelligence, application security, incident response, security
operations, and related areas.

Discussion Questions:
 1. How did Amazon set the standard of online shopping in terms of customer service?
-Amazon pioneered the use of fast and reliable shipping, which helped to differentiate the company
from other online retailers. They also introduced Prime, a subscription service that offers free two-day
shipping and other benefits, which has become a key driver of customer loyalty.Amazon was one of the
first online retailers to allow customers to leave reviews of products, which helped to build trust and
transparency with customers. This also provided valuable feedback to sellers and helped them to
improve their products and services
2. Which customer service practice implemented by Amazon can be applied to other
businesses?
-One customer service practice implemented by Amazon that can be applied to other businesses is
their focus on fast and reliable shipping. Amazon has set the standard for fast and efficient delivery,
and this is something that customers have come to expect from all online retailers. By prioritizing
shipping and logistics, businesses can improve the customer experience and build loyalty.

Another practice that can be applied is the use of customer reviews. Allowing customers to leave feedback and
reviews on products can help to build trust and transparency with customers, as well as provide valuable insights to
businesses on how they can improve their products and services.