Customer Insights on Amazon.com’s Absence of Customer Service

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?

Advertisements

About Insights From Analytics

Integrated marketing professional who generates insights from analytics to increase revenue. Daily blog now resides at www.insightsfromanalytics.com/blog.
This entry was posted in Consumer Insights and tagged , , , , , , , , , , , , , , . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s