Friday Service Recap: Customer Value, Amazon, a Mountain of Boxes, New Opportunities, and More Customer Service Stories for the Week

Every week, Sumair and I will post our most interesting service-minded stories for the week as part of a Friday recap. We’ll comment on one story each and then add 3 others for your review.

For the thirteenth installment, and week 18 of 2017:

Sumair’s pick:

Sumair will be taking this week off from posting. He will be back with his thoughts on customer service next week.

Aly’s pick:

Topic: Amazon, a Mountain of Boxes, & Hidden Consequences or Opportunities
Source: CNET: https://www.cnet.com/news/ups-will-save-you-from-that-mountain-of-empty-amazon-boxes/

Commentary: Recently my family and I moved into a new home. The amount of work mirrored that of our day jobs, both in stress and detailed tasks to be executed. One thing, in particular, floored me – the amount of boxes we needed in order to pack up our entire life. On one sleepless night, I had somewhat of an epiphany, instead of buying new boxes why not just move up some of my Amazon purchases so I could fulfill my need for shipping boxes with recycled ones. Now this dual purpose isn’t for everyone, and Amazon is beginning to attempt to address the overwhelming volume of cardboard entering the market. The ease at which most of us hit “confirm purchase” on a 2-day shipment has caused all sorts of issues in the supply chain. But as this article highlights, it provides an opportunity for Amazon and their partners to find innovative ways to not only make their processes more efficient but also to lessen the burden on the consumer. As seen in recent TSC research, most organizations see the customer experience as a differentiator for their businesses. This customer-first approach demands that organizations like Amazon continuously improve their internal efficiencies, while also ensuring they provide customer value. I needed the extra bulky boxes for my move, but not all customers are in my predicament. Savvy service organizations will continue to better understand their customer’s needs, focus on customer value, evolve the offerings they provide and do all of this profitably.

Our Three Other Articles:
1- Fisher & Paykel looks to AI for customer experience (ZDNet, 5/1/17)
2- Customer Experience Transformation: One CMO’s Powerful Story (Forbes.com, 5/3/17)
3- Meet LoweBot, a customer-service robot here to give you ‘superpowers’ (PRI, 5/4/17)

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Till next week.

Aly Pinder
Director of Member Research & Communities
ap@servicecouncil.com
@pinderjr

Sumair Dutta
Chief Customer Officer
sd@servicecouncil.com
@suma1r

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