Apr 14, 2020
Learn about Amazon’s approach to customer service, a nefarious attempt to silence customers, and the unique challenges of replacing a mattress you don’t want.
Bite-Sized Delight From the Episode:
• Customer Service Tenets for Everyone - Amazon’s Six Tenets
of Customer Service offer a roadmap for creating effortless,
efficient interactions.
• Prioritizing Money Can Cost You Customers - While research
from the University of Minnesota shows that making it hard for
consumers to complain has a financial upside, the long term cost to
your customer experience reputation isn’t worth it.
• The Less Effort the Better - By making it simple and easy to
return a purchase, companies get people talking and build long-term
trust.
Are You Looking for Things We Referenced?
• 6
Customer Service Tenets Used By Amazon To Create Effortless
Experiences - by Dan Gingiss, Forbes.com
• 'Your
call is important to us': Not really, University of Minnesota study
shows - by Jackie Crosby, Minnesota Star Tribune
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!