The Number #1 Secret That Helps Amazon Maintain Its Stellar Reputation (And How You Can Do It Too)

There’s been a photo that’s been circulating on social media for quite some time. It’s a snapshot of a conversation between an Amazon customer service rep and a customer whose package failed to arrive on time. The customer initiated the chat and a representative, who introduced himself as Thor, responded. The two talked about the delivery issue as Thor and Odin.

Talk about excellent customer service.

Amazon is, without a doubt, one of the most popular e-commerce platforms. It got to the top due to its awesome services, like Amazon Prime and Kindle reader, great prices, and a solid platform. But one of the most important features that helps Amazon maintain its stellar online reputation is an intense level of customer service focus.

A Company Obsessed with Their Customers’ Happiness

Amazon’s entire culture is built around customer service. Anyone who had the privilege of chatting with their customer service reps knows how helpful and flexible they are.

Responsible for this philosophy of listening and understanding customers is Amazon’s CEO itself, Jeff Bezos. Bezos, perhaps more than any entrepreneur has taken the concept of taking care of your customers’ needs to a whole new level.

The Kindle tablet, for instance, was designed according to customers’ desires and preferences rather than engineers’ propositions. Even though it took him years to create the perfect e-reader, Bezos never gave up the idea of creating a product that will satisfy the customer. That’s the level of commitment Amazon has towards making it’s customers happy.

The Empty Chair in the Room

If you sell something online or if you run a small business with an online presence, you will have the honor of talking with customers. It can be daunting to maintain a positive attitude, especially if you run a one-man show, and you have a dozen other things to take care of. So, how can you make your customers happy and build a positive online reputation?

If you can learn anything from Amazon’s excellent customer service, is that you should patiently listen to your customers. In fact, every year, thousands of Amazon managers, including Jeff Bezos, spend two days in the call-center. Bezos believes it’s paramount to listen to customers and to understand their needs to build a successful company.

Your customer is the real boss of your company. Jeff Bezos periodically leaves a chair empty during conferences and meetings to remind managers who the most important person in the room is – the customer.

Amazon’s popularity is growing by the day, and it shows no signs of stopping. And it’s not hard to see why – focusing on your customer satisfaction is vital to building a strong online reputation. Don’t think online support representatives and online reputation managers are the only ones that need to get their hands dirty. Managers and small business leaders as well should learn how to serve their customers. After all, if Amazon’s CEO, Jeff Bezos, can spend some time talking with customers, why can’t you?