Many of us have experienced shopping on Amazon, and have had a great experience. It is literally paradise — we can find just about anything we need or want on Amazon. Plus, if you’re an Amazon Prime member, there’s the added convenience of free two-day delivery.
If the perks mentioned above aren’t enough, we have the added benefit of receiving tailored recommendations and emails — it’s almost as though they know us personally! When we have an issue with an order — say they send us the wrong item, for our inconvenience they let us keep the item! The representative will even suggest we donate it to charity.
The reason they are so successful is that their approach to sales is “Know your customer very, very well,” and they do. This is a core fundamental concept of Six Sigma!
All of Amazon’s efforts seem to be geared towards customer satisfaction. They seem to be constantly defining any problems that need to be solved. They analyze their data when a mistake was made, by asking the customer to fill out a survey to share their experience.
Amazon is constantly improving and controlling future forecasts based on past experience and current situations, as well as through VOC, the voice of the customer.
It’s in the Cookie
Amazon’s customer tracking is done by a simple cookie. Once that cookie makes its home inside your hard drive, consider yourself part of the family. You will be getting recommendations and emails forever.
Amazon has made it their business to constantly be improving features and developing new ones. Amazon has four software development centers worldwide that are constantly developing new features for their current software. Constant improvement…sound familiar?
Whether Amazon knows it or not, the spirit of Six Sigma is encrypted inside their software and in their mission statement — to know their customers very, very well.
Sign up for one of our Six Sigma training courses available across the United States. Also be sure to check out our fundamentals of Lean Six Sigma.
No responses / comments so far.