Value acceleration thoughts on marketing, innovation and related topics i have electricity in my body

############

Amazon.com has claimed a relentless pursuit of customer-centric processes since its inception. nyc electricity consumption Sure, Bezos’ access to VERY low-cost capital and minimal profit expectations gave him an advantage, but others have had those factors and no longer exist. It’s the fact that they are relentless in their focus on customers that makes the difference. Others have had it and lost it, FedEx is an example, but when your competition is UPS and USPS the bar is pretty low. Amazon has hundreds of competitors, so they can’t afford to lower their guard.

I bought a file cabinet from one of their online stores, We Love Our Customers. (If anything was further from the truth, I am not sure what it would be, but I digress.) The cabinet arrived on time as agreed and needed handles screwed onto the 4 drawers (as advertised). Each drawer was to come with 2 screws. Unfortunately, one arrived with only one screw.

I contacted the seller and 2 days later they told me they would check with the “factory” to see if they could send me a new screw. 2 days later they told me they couldn’t but would offer me $8.00 as a credit or they could have me ship the unit back for a refund or replacement. I had not kept the box and could not believe they would want the entire product returned and then ship another for lack of a screw. I suggested if that was their solution they should just ship me another unit, I would remove the screw I needed and then ship the replacement back in its box. They didn’t like that idea, but offered no other solutions.

I escalated to Amazon customer service. Shortly afterwards I talked with a mediocre customer service person whose English was “ok” and who was clearly reading a script, but did want to help. She said she would look into things and get back to me and that I could file an A-Z refund claim. gas out She called me back (pretty amazing) and, reading from her script, told me she was waiting for an answer from the seller. I filed an A-Z claim and was told it would be up to 2 weeks for them to “investigate.”

Meanwhile, I made several trips to the hardware store buying what I hoped would be the right size screw to replace the missing one. Turns out it’s a metric, fine machine screw, which, on my 5th try, I got right. So I have now solved my own problem. We Love Our Customers (liars) have said nothing and not communicated anything. electricity towers in japan Amazon calls me again (amazing) and I tell them I have solved the problem for about $25 in screws and 5 trips to the store. They offer to try to get me a $25 refund. I explain that is not really my issue. They do however, after another 2 days, get me the $25 refund.

I was sitting in the Burbank airport waiting for my Southwest flight when the gate agent called my name and asked me to come up to see him. I did and he said he and Southwest wanted to thank me for being an A List flyer and that I would be getting a small gift from them. I selected free wifi on a flight. electricity out Southwest calls this Surprise and Delight. It did both. Well done.

Then at the other extreme we have Comcast/Xfinity. I needed to talk to them about a technical issue I was having and did not want to spend 30 minutes on chat. electricity 101 presentation Try to find a phone # to call them. They make it almost impossible to call them. They claim they will call you but you must have an account # to do that. I didn’t have the #, so I just kept searching for the phone number. The website made it impossible, but fortunately my friends at Bing found it for me quickly. The technical problem was solved promptly (faster than finding the # to call). Wow how awful, but then they have an effective monopoly where I live so I am stuck with them (not that AT&T is actually any better).

I recently needed to add Comcast service at a new address. I am not currently a Comcast customer. Being thoroughly up to date, I went to the comcast.com web site to see how to get new service. Turns out you can’t. Their website apparently is focused only on existing customers, or people looking for a store. I finally decided to chat with someone and they were able to give me a phone # to call.

Next call I tried acting as if I was a new customer, thinking they might actually care about that (despite how difficult it is to find a # to call them if you actually are a new customer). k electric bill payment online Got a great young woman on the phone who proceeded to tell me I had no order in their system and that clearly I had talked to a 3rd party provider who had not entered my order correctly. I told her that wasn’t actually possible since I had an email from them. Anyway she decided to re-enter my order and advised that 1G service was not available at the address but I could have 250MB (400MB also not available). Disappointed was I, but still better than 18MB, she signed me up, gave me the same appointment I had before from the fake Comcast person, sent me my confirmation emails; and all done.