The Amazon Experience

While browsing through the blogs of other students, this one blog caught my attention as it was based off her own personal experience. The blog I am referring to is Kathy Yu’s blog about Amazon and how she finally managed to get her product after two years, yet still has the decency to say that they have exceptional customer service. If you haven’t read her blog you may be thinking, “is this girl delusional” and in her defense she isn’t. She has just been successfully convinced through the company providing the high quality service AFTER being contacted by Kathy and her father, with the company’s low prices and quick response it was enough to get Kathy and her father comfortable and loyal to the Amazon brand. However in the big picture one should realise that having excellent customer service requires them to consistently provide such service without being prompted to do so by an angry phone call.

And to top it off, as consequence of Amazon’s initial blunder is that they have a pair of happy and extremely patient customers who have become loyal and have started to market their product their brand for them through word of mouth (or blog, I guess). It is interesting to see how marketing is used to recover from an incident or flaw that might tarnish the image of their company, but I must commend the staff at Amazon for a job well done, at least for this case. I would think that the use of the customer service line is something you wouldn’t want to have to go through in order to receive good customer service but maybe they were just so excited to get their product they couldn’t care less.