Trust is Everything!
Many experts believe that the internet has a major advantage:
Everyone can provide and obtain information on an equal footing, thus ensuring great transparency!
Far from it! Amazon takes transparency to the extreme and thus destroys entire trade sectors.
For Amazon, only one thing counts: the trust of the customer!
- CUSTOMER REVIEWS
Why is product x particularly bought on Amazon? Because it has the best, and most customer reviews in its category.
But an average of 5 stars? – nobody believes that.
Most products are bought that are around 4.5 – 4.7 stars on average. And the system goes even deeper: Sellers cannot publicly respond to bad customer reviews, so they can’t defend themselves – not even against apparently unjustified or exaggerated reviews. So the SELLERS are completely at the mercy of the system.
BEST DELIVERY SERVICE
“Delivered to the front door on Tuesday afternoon, or in the shed, or left with a neighbor?”
Top delivery service is the highest priority.
That’s why I often comfortably shop from the couch in the evening.
The car stays parked, only the DHL courier struggles with time pressure and lack of space in his delivery van.MONEY BACK
But what if the customer regrets their purchase, for whatever reasons…? Don’t panic! Amazon makes it possible: stress-free returns with a money-back guarantee. The risk of a bad purchase? Virtually zero.
Let’s summarize:
- Trust in products through credible customer reviews
- Extremely fast delivery, often free with Prime
- 100% return option if not satisfied
Gaining trust means meeting customer interest!
In short: catering to these customer interests is Amazon’s biggest success factor.
The uncompromising focus on customer interests – as demonstrated here by Amazon – is not right in my view, even if the sales figures prove Amazon right.
But with the focus on customer trust, Amazon is definitely showing us the right way!
4 Questions for Reflection:
- How can you minimize the purchase risk for your customers?
- What information do your prospects need in order to buy?
- What is most important to your customers: return guarantee, fast delivery, highest quality, advice…?
- Do you know the degree of satisfaction of your customers?
