I have a dream. I dream that someday, all businesses will operate like Amazon. Am I dreaming in Technicolor?
Of all the companies from which I purchase products and/or services, Amazon has been in the number-one position for a long time. And, each time I have an amazing customer experience, it solidifies its place in this consumer’s heart.
Take my latest experience as an example. I purchased a Kindle Fire HDX about three weeks ago, upgrading from the HD model. Once I downloaded all my apps, books, and such, I began to explore, using it regularly.
After a couple of days… I noticed a small blue blotch on the right hand side of the screen, but only when the background is black. I waited to see if it would disappear.
When it didn’t, I emailed Amazon about the issue. Within a day, I received a reply asking me to contact the customer service department by telephone or chat.
Hello,I’m sorry to hear about the problem you had with your Kindle Fire HDX device. I understand that blue blotch on the right side of the screen and It has been there since the first week it arrived.
Through chat or phone, we can also try some real-time troubleshooting on your device and see if you need a replacement as we couldn’t process replacements for defective Kindle through email.
I hope you understand our limitation via email.
I realize that at this point of time asking you to contact us again would be disappointing, however, it would be easier to identify the exact problem with the device over chat or phone and assist you accordingly which might fix the issue with the Kindle.
To contact us via phone:
http://www.amazon.com/clicktocall
You can reach us by chat directly by clicking the Contact Us option in the right-hand column of our Kindle Support pages at:
https://www.amazon.com/gp/help/contact-us/kindle-help.html
For Chat: When you visit our website and select Contact Us, click “Start Chatting” option under the “Chat” label in “How would you like to contact us?” section.
Again, I would like to apologize for the inconvenience you have experienced and express our gratitude for the patience you’ve displayed thus far.
I contacted Amazon by telephone, and after a few questions and apologies, I will be receiving a replacement Kindle on Wednesday, after which I will return the one I have. Now, I ask you…. is this not amazing service, or what?
Sure, Amazon is a behemoth corporation that can afford to replace defective products immediately. But, let’s not forget, it started out small, too, in Jeff Bezos’ garage in fact. What helped it develop into a huge success had to do with many factors, one of which is putting customers first.
I firmly believe that any-sized business or organization can improve its brand by having a strong customer orientation. Sure, there are many other components to it, but without a strong customer focus, it can be a lot more difficult.
For which businesses are you a brand advocate? Why? Please share!