Here’s the unfortunate truth: in today’s business climate, odds are your customer experience (CX) just isn’t cutting it. It’s understandable. Customer expectations and new digital capabilities are evolving so fast it feels like only the Googles and Amazons of the world can keep pace. In a 2018 survey my company, West Monroe Partners, did with the Customer Experience Professionals Association (CXPA), 61% of respondents said their company’s ability to quickly adapt is a top strategic priority — yet only 17% thought efforts to do so were currently mature.
https://www.cmswire.com/customer-experience/how-to-set-your-brand-apart-through-customer-experience/
Ever since 1994, Amazon has been spreading its impact and dictating trends in the e-commerce industry. If you’ve ever used its services, you’ve probably had the chance to directly witness one of the crucial reasons for its success.
https://www.cx-journey.com/2018/05/7-customer-experience-strategies-you.html/
Everyone has been buzzing about Amazon Go, the new store that just opened in Seattle where buyers can simply walk in and swipe their phone, pick out the items they want, and leave — no checkout required. Using infrared cameras and scanners, Amazon Go automatically detects what you’re buying and charges it to your account, making a seamless checkout — and therefore shopping — experience for buyers.
While this new technology is exciting, it raises a number of vital questions: Will this become the new norm for grocery stores or fast food? Will it cause an increase in shoplifting or if the technology fails to charge you, is it even shoplifting? How will it impact cashiers?
https://customerthink.com/amazon-go-and-the-importance-of-customer-experience/
Speaking on a call with investors, Amazon CFO Brian Olsavsky said Amazon sees its ad business as a “key line in for brands and agencies into the ecommerce marketing space”, which he sees another form of digital advertising beyond search and social.
“Our strategy is to make the customer experience additive by the ad process. We want our customers to be able to see new brands and have an easier time discovering products that they’re looking for,” he explained.
https://www.marketingweek.com/2018/02/02/amazons-ad-strategy-make-customer-experience-better/
The public launch of Amazon Go Monday represents a slew of technology advancements and customer experience innovation as the Seattle-based supermarket, boasting a cashierless checkout, is delivering on a range of customer wants and needs.
https://www.retailcustomerexperience.com/articles/amazon-go-disrupts-re-invents-elevates-the-customer-experience/
Here are all the ways Amazon is investing in improving the experience in the form of retail delivery innovation. It’s no wonder that Amazon ranked number one in overall customer experience according to ForeSee's new Retail CX Rankings.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/01/04/how-amazon-is-investing-in-customer-experience-by-reimagining-retail-delivery/
