As I have been mentioning throughout my entries on this blog, technology has truly altered our every day life. We are never alone, always able to connect and always able to voice our opinions on platforms with millions of co-current users. Evidently, this phenomenon, in addition to the concept of globalization, lead to businesses having a louder voice of their own; announcing their existence and striving to attract consumers through raw value and personalization.
However, despite the ease that originates from the wonders of technology as well as globalization, everything became more competitive. Better prices, better quality, consistent innovation as well as customization to fit the personalized wants and needs of the consumer, define our current market. While this is an enormous advantage for consumers, as they attain a long range of products and services, right in front of them, organizations in the other hand, are required to constantly adjust their endeavors in order to remain relevant in their respective, competitive industries.
To address the concept of Design & Managing Services, I will be utilizing the example of Amazon; Amazon is a multinational
conglomerate focusing mainly on e-commerce. Originally founded by Jeff Bezos as
an online store for Books in 1994, the store generalized its offerings over
time to include electronics, software, apparel, furniture, food, toys, jewelry and more. While the business has over the years, expanded its operations to
other business sectors such as digital content creation and streaming services, I will primarily focus on the online store and delivery sectors. (Wikipedia Contributors, 2019)
With customers leading demand and
taking the steering wheel away from the companies, this apparent phenomenon,
forces companies to deliver upon those expectations, if they wish to survive in
their respective, competitive industries. Hence, the evident example of Amazon; according to David Rekuc, marketing expert and director at the digital agency Ripen eCommerce, Amazon consistently reinvests its profits to further develop correspondence with clients, accelerate administration and discover ways to radiate loyalty through their brand.
Whether their marketing competitive edge is attained through their thorough market research, automation, highly available website and active onsite as well as offsite SEO, Amazon's influence is apparent in our daily-life endeavors. Amazon's services are showcased on a consistent basis, throughout numerous platforms, acting as a constant reminder of the brand and its capabilities. However, it is worth noting that Amazon's success is not exclusively owed to the above, as the brand itself, has managed to raise the bar when it comes to customer service and service development.
Specifically, Amazon is rather ever-present, providing customers with access to help as well as products/services at any given moment, with the press of a button. The brand's customer journey is defined by simplicity, automation and time efficiency. Moreover, Amazon has managed to naturally monopolize their industry, a concept that is directly connected with their ability to personalize, customize and fulfill the wants and needs of the consumers, offering a tailored shopping experience that acts upon what customer's, constructive, feedback.
While the two notions above add to Amazon's efficiency, their simple customer journey in addition to them having the customer's best interest in mind, lead customers to actively connect to the brand's services, whether it is through their subscription based offerings, or by being active consumers of their online-retail activities. Evidently, Amazon's vast availability in addition to their high range of services and products that are offered on their platforms, actively support their position as a natural monopoly, while their service offering, kind approach and simple customer journey, enhance the experience of the consumer to an unapparelled degree.
References:
Designing & Managing Services presentation - Strategic Marketing Management course - KAMK. Retrieved from: DevMoodle - Strategic Marketing Management Course.
Wikipedia Contributors. (2019, January 27). Amazon (company). Retrieved from Wikipedia website: https://en.wikipedia.org/wiki/Amazon_(company)
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