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37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Leverage Opinion

Jeff Bezos: Here’s how to lose a loyal customer

I hadn’t planned to write this post, but Amazon’s batting zero this week inspired (and infuriated) me. Recently, I wrote a post about how Amazon needs to slow down fulfillment and delivery to ensure keeping its commitments. Well, this week alone they’ve missed multiple delivery deadlines. The first time was evidently some snafu between the […]

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37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Leverage Opinion

Amazon customer service to sellers falters

I gotta admit: I’m conflicted about ordering from Amazon for reasons beyond fulfilling their guaranteed delivery windows and treatment of employees. A just-uncovered businessinsider.com article details how the company is NOT providing top-notch customer service to its sellers—who are invaluable stakeholders in Amazon’s success formula. The article notes: “Amazon charges third-party sellers as much as $5,000 […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

When it absolutely, positively must arrive same day

I had a quasi-epiphany about Amazon’s over-promising and over-delivering policy this week—due in large part to a challenge I faced. It’s so simple and so basic. And we need to go back to it in the world of ever-faster everything. You want it fast: pay for the privilege. Not so much that it becomes prohibitive […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Technology isn’t just replacing employees…it’s wearing them down

A recent article in the New York Post details the harrowing routine that Amazon warehouse workers maintain. It’s a case of technology capabilities and monitoring that tracks steps, bathroom breaks, and more. In the end, some workers wear down as a result of all the scrutiny and automated competition. It’s not just happening at Amazon. […]

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Business Development Cultivating Positive Relationships Customer Service Kudon'ts Kudos Opinion

Amazon over-promises AND over-delivers

Typically, “over-promising and under-delivering” and “under-promising and over-delivering” go hand-in-hand. But, “over-promising AND over-delivering” are not seen together, until now. By instituting ever-faster delivery, now into same-day or even hours, Amazon has upped its game—and consequently is putting more pressure on their workforce to deliver. Amazon PRIME members get a delivery guarantee, that when unmet, […]

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Cultivating Positive Relationships Customer Service Opinion

What Jeff Bezos is missing in the customer service equation

This is an open letter to @JeffBezos at Amazon. Jeff, I love your customer service. However, ongoing reports about treatment of employees ultimately are damaging my customer experience. Here’s why: While I still order regularly, my one hesitation is thinking about employees working like dogs to get those products to me as promised. Frankly, I’d […]