22 Commandments of overcoming CX Quality Crises…

In my long history with Amazon, they typically deliver a superior quality with amazing hyper-personalized design and customer experience. When I think of the company, the first thing that comes to mind is the quality of the experience 

Amazon did make it right, though. They returned my 10 dollars of the book price and paid my shipping costs the second time around, so my cost ended up being close to zero. Think about that: Amazon is a huge company — one of the biggest in the world by market capitalization — and they still behave like that towards customers. We all know of companies (all sizes) who don’t behave that way. You might well say, “Well, it’s a marketing trick they do,” and maybe that’s true — but it’s effective when you reimburse because of mistakes. 

Very few companies would care like that. I do believe they are an exceptional brand and they do have my trust. I think of them when I think of great customer experience. 

There is a reason Jeff Bezos became one of the world’s richest man, and part of that is because he built out a brand where you expect consistent quality and transparency, amazing services and experiences — and you’re willing to forgive the few misses when they happen. 

Several companies are always trying to emulate them. I always say to my clients that even though Amazon is among the top experiences in the globe, and you can’t really approach their scale or assets, you can use certain aspects, characteristics and benchmark a bit of what Amazon teams created, which constantly teach us about the real meaning and execution of customer-centricity excellence.

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Author: Ricardo Saltz Gulko