Social Listening Post

 



The brand that I selected is Amazon. Amazon, according to Forbes list is ranked 6th in the largest publicly traded retail companies in 2022. Amazon is an American multinational technology company that focuses on e-commerce, cloud computing, online advertising, digital streaming, and artificial intelligence. It has been referred to as one of the most influential economic and cultural forces in the world and is one of the world's most valuable brands. I was interested in this brand because of how successful of a company they are, but also how they are still growing to this day.

Amazon's value propositions are Low prices, + Fast delivery, + Large choice of products and services = convenience. Marketplace with access to millions of buyers. Platform as a service.

Over the years, Amazon has proven to be the industry leader in customer service and customer experience. Much of Amazon's success is due to the "customer first" culture amazon promotes. Every employee at Amazon has to work in the customer service department for a day every year to ensure that employees remember Amazon exists because of the customer. Their commitment to service goes all the way up to the CEO, Jeff Bezos, who said: " We see our customers as invited guests to a party, and we are the hosts. it's our job every day to make every important aspect of the customer experience a little bit better."





Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. Amazon strives to be Earth's most customer-centric company, Earth's best employer, and Earth's safest place to work.

Amazon uses a variety of traditional marketing strategies, including print and digital advertising, when promoting its products. The company also uses sales promotions, product placement, and pay-per-click (PPC) campaigns. They're found in popular apps like Instagram, Snapchat, Facebook, etc, promoting their brand or products. Amazon's mission is to “serve consumers through online and physical stores and focus on selection, price, and convenience. To be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices.”Amazon has competition in different sectors. Its biggest retail competitors are Alibaba, eBay, Walmart, JD, Flipkart, and Rakuten. For the online streaming services audience, Amazon competes with Netflix, Hulu, Apple TV, and Disney+. With many customers, Amazon's challenge is trying to stay engaged with all its customers. Since it's a global company, it has become difficult to stay engaged with everyone.

Amazon company response to customers is quick and as helpful as it can be. Of course, not every customer will be 100% satisfied, but their goal is to try their best which Is not much to ask for. They respond to comments on their social media about their customers' questions or issues. A smart decision the company makes while responding to issues in their comment section is to try their best not to escalate the issue in their comment section with the customer but rather help them find a solution by contacting their help department.

If I was the company manager, I would focus more on advertising on social media more than any other marketing strategy. I would listen more to what the customers want and what to do to make amazon a better company. 

I learned from this assignment the importance of communication with the customer and using social media to expand a company. Focusing on the customer wants and ensuring customers have a positive experience can have a major impact on a company or brand. 



Sources: 

https://www.forbes.com/sites/jonmarkman/2020/01/30/how-amazoncom-remains-the-ruler-of-retail/

https://www.aboutamazon.com/about-us

https://fourweekmba.com/amazon-vision-statement-mission-statement/


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