After not getting a response to my blog post from Amazon.com, I sent the following to their customer service department:
08/26/10 05:03:49 Your Name:Tom Smith Comments:https://ctsmithiii.wordpress.com/2010/08/25/consumer-insights-on-a-retailer-not-thinking/
I am a “raving fan” and stockholder of Amazon. I also write about customer service. As you can see from the blog above, my best friend is not happy about the e-mails he receives AFTER he buys the same product. This makes no sense to me. Do you not realize he’s already completed a purchase? Is there anything you can do to change this practice? Any additional revenue you’re getting from these e-mails are costing you customer goodwill.
I got back a “canned” response with a link to a page explaining how their recommendations work (http://www.amazon.com/gp/help/customer/display.html?ie=UTF8&nodeId=13316081).
The canned response was signed off: “Please note: this e-mail was sent from an address that cannot accept incoming e-mail. To contact us about an unrelated issue, please visit the Help section of our website. Best regards, Arun K. Amazon.com Your feedback is helping us build Earth’s Most Customer-Centric Company.”
My “feedback is helping us build Earth’s Most Customer-Centric Company.” I feel a BIG disconnect here. If Amazon was building the earth’s most customer-centric company, they’d send me a personalized response and answer my question. They would not send customers that just bought a product an e-mail telling them that product is now 30% off.
They might even consider engaging me in a dialogue. But no, they want everything to be as automated and impersonal as possible.
Hard to believe Amazon owns Zappo’s, a company known for providing outstanding personal service.
I do not believe a company can be successful long-term automating customer service and ignoring opportunities to engage their customers. What do you think?