Amazon.com, Inc. founder and the world's second richest person with a net worth of $209 billion currently, Jeff Bezos built the e-commerce giant using customer satisfaction as a key strategy.
What Happened: The "Bezos Effect" on customer experience is undeniable. Few have championed customer-centricity and prioritizing the experience more than Amazon's founder.
Bezos was known for keeping an empty chair in meetings to symbolize "The Customer" as the most important person in the room.
He once famously said, "If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the internet, they can each tell 6,000 friends."
It's hard to deny that this customer-first obsession has greatly benefited the company.
At the time of writing, Amazon had a market capitalization of $1,961 trillion, making it the fifth most valuable company in the world after Apple, Microsoft, Nvidia, and Alphabet.
Why It's Important: According to the American Customer Satisfaction Index or ACSI, Amazon.com's e-commerce website scored 83 out of 100 points in 2023.
These points have fluctuated over the years since 2000, with 88 being the highest in the years 2002, 2003, 2007 and 2013 and 78 being the lowest in 2021.
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However, Amazon's dominance in the e-commerce space is still evident. As of December 2023, the e-commerce giant is ranked as the most visited e-commerce and shopping website globally.
This puts it far ahead of competitors like eBay (3%) and Amazon's Japanese site, amazon.co.jp (2.66%).
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Disclaimer: This content was partially produced with the help of Benzinga Neuro and was reviewed and published by Benzinga editors.
亚马逊公司创始人兼全球第二富豪,目前净资产为2090亿美元,杰夫·贝佐斯以客户满意度为关键策略建立了这家电子商务巨头。
发生了什么:对客户体验的 “贝索斯效应” 是不可否认的。很少有人比亚马逊的创始人更倡导以客户为中心并优先考虑体验。
贝索斯以在会议中保留一把空椅子而闻名,以象征 “客户” 是会议室中最重要的人。
他曾经说过一句名言:“如果你让客户对现实世界不满意,他们可能会每人告诉6个朋友。如果你让客户在互联网上不满意,他们每人可以告诉6,000个朋友。”
很难否认这种客户至上的痴迷使公司受益匪浅。
在撰写本文时,亚马逊的市值为1,961万亿美元,使其成为仅次于苹果、微软、英伟达和Alphabet的全球第五大市值公司。
为何重要:根据美国客户满意度指数(ACSI),亚马逊的电子商务网站在2023年获得了83分(满分100分)。
自2000年以来,这些点一直在波动,其中88点是2002年、2003年、2007年和2013年的最高点,78点是2021年的最低水平。
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但是,亚马逊在电子商务领域的主导地位仍然显而易见。截至2023年12月,这家电子商务巨头被评为全球访问量最大的电子商务和购物网站。
这使其远远领先于eBay(3%)和亚马逊的日本网站amazon.co.jp(2.66%)等竞争对手。
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免责声明:此内容部分是在Benzinga Neuro的帮助下制作的,并由Benzinga编辑审查和发布。