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The Amazon effect - by Thomas McKinlay - Ariyh

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2021-08-16 11:00:01

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The “Amazon effect” is a term used to describe the massive change in customer expectations in retail, and especially ecommerce, driven by Amazon’s customer-centric approach.

Other retailers have struggled to keep up, and their customers are dissatisfied when their experience doesn’t match their new expectations set by Amazon.

So what are the areas in which there's the biggest and strongest expectation gap? Where should you focus your efforts to avoid customer dissatisfaction?

P.S.: A September 2020 study found that, when you are a young retailer, selling on Amazon and then ‘bleeding away’ returning customers to your own website is a profitable strategy (see the practical tip here: Amazon sales will grow your website sales too)

To close the gap, focus first on improving your product returns (for exchanges and refunds). Make them easy, fast, and problem-free. This is the area in which customers are most dissatisfied with non-Amazon ecommerce retailers.