아마존닷컴의 고객서비스

소개

아마존닷컴의 가장 중요한 성공전략인 미국내 1위 고객만족 기업으로 뽑힌 아마존의 고개만족 경영전략 분석 영문자료.

목차

Amazon.com customer services TECHNOLOGIES.
Start up~1996
May 1997 from early growth to IPO(Initial Public Offering)
Fast growth 1998~1999
The bubble burst2000~2002
Export complaints and resolution policies

본문내용

Amazon.com customer services TECHNOLOGIES.

Amazon.com is one of the most recognized brands in the world and was the number one global online service, and it had unique patented software technology. It is strongly focused on achieving value-added differentiation through customer-oriented information services such as comprehensive online catalog, which enables customers to search for books or CDs. Amazon.com’s proprietary software, recommend titles of a similar genre or related subject matter. Thus, amazon.com’s site provides automated customization for users.

Start up~1996
Powerful search facility by customer initiatives that include:
• E-mail notification
• Recommendations section
• Awards section
• Associate Programme: links from other sites.

May 1997 from early growth to IPO(Initial Public Offering)
• lowest book price anywhere in the world
• tech development, new and unique features to be launched, which included;
- recommendations centre, including customer to customer
- 22 subject browsing areas;
- Innovative gift centre
- Promotional relationship: Exite, American online (AOL.com over 8 million members), Prodigy Shopping Network, Netscape Netcentre’s, @home network,

참고자료

· Exploring Corporate Strategy, Johnson, Scholes and Whittington