Module 06 Course Project - Final Paper and PowerPoint

Company Name, Products and Services

Amazon. Com, Inc. is doing business under the name Amazon is an American cloud computing and electronic commerce company head quarter in Seattle, Washington, United States. Amazon has completely revolutionized the retail industry by conducting its businesses on the online platform which is slowly replacing the brick and mortar system of retailing (Kantor, & Streitfeld, 2015). The giant electronic commerce and cloud computing company was founded by Jeff Bezos in 1994, and is the largest online retailer in the world measured by market capitalization and revenue (Kantor, & Streitfeld, 2015). In terms of total sales, Amazon is the second largest Internet retailer after the Alibaba Group. At first, the amazon.com was known for online retailing of books before later diversifying to Blu-rays, DVDs, CDs, video, and other items.

Amazon’s products and services are segmented into many lines. The largest category of products falls into the category of retail goods which include media (music CDs, DVDs, books, software and videotapes), baby products, apparel, gourmet food, beauty products, consumer electronics, sporting goods, automotive goods, health and personal care products, groceries, kitchen items, lawn and garden items, jewellery and watches, and musical instruments (Ritala, Golnam, & Wegmann, 2014). Another common offering is Amazon Prime. I like this service offer from Amazon because it is unlimited and two-day discount shipping Thirdly Amazon studios helps in developing television shows, comics and movies. The company offers web services and cloud computing.

Why Amazon? (Why the company is selected) and Lessons about Customer Service by Completing Research Project

Amazon is particularly selected for the study because of its revolutionary style of business that has changed the retail industry especially in customer service. Jeff Bezos, the CEO of Amazon continually talks about excellent customer service as one of the major pillars of its success story. Customer service is the conventional sense generally implies face-to-face communication, providing customers with adequate information, and helping the customer navigate the terrain of retail (Ritala, Golnam, & Wegmann, 2014). Amazon has been cultivating excellent customer relationships by enabling better customer service and support as one of the pillars of its business model.

Great customer service and relationships has contributed significantly to the growth and expansion of Amazon (Mangalindan, 2012). At the end of the research project, I would like to learn the strong pillars of customer service, and how great customer service cultivates a long-lasting relationship between a company and the customer base. More significantly, I want to learn how companies can promote excellent customer service and how this contributes to greater success in terms of relationship building which eventually translates into business growth.

References

Kantor, J., & Streitfeld, D. (2015). Inside Amazon: Wrestling big ideas in a bruising workplace. New York Times, 15, 74-80.

Mangalindan, J. (2012). Amazon’s recommendation secret. CNN Money http://tech. fortune. cnn. Com/2012/07/30/amazon-5.

Ritala, P., Golnam, A., & Wegmann, A. (2014). Coopetition-based business models: The case of Amazon. com. Industrial Marketing Management, 43(2), 236-249.