Project on Amazon About Industry Amazon is the
Project on Amazon
About Industry Amazon is the leading U. S online e-commerce retailer consumerindustry witha 23%marketsharemore than its some of the major competitors including. Wal-Mart. Themarketof online e-commerce retail ishighly dominated by Amazon. Top. Competitors for Amazon includes. Alibaba, Walmart, Otto, Priceline, E-bay, Flipkart, and Netflix. 2 MM. DD. 20 XX
About Company Amazon isan. Americanelectroniccommerceand cloud company founded by Jeff. Bozos on July 5’ 1994. It is a Washington based public company having it’s headquarter at. Seattle, Washington. Itisthe largestinternet retailer in the world and second largest in termsof total salesafter Alibaba Group 3 MM. DD. 20 XX
7 P’s 4 MM. DD. 20 XX
Typeof segmentation Geographic Demographic STP Behavioral Segmentation criteria Region Density Age Gender Occupation Degree ofloyalty Benefits sought Personality Psychographic 5 User status Amazon targ et customer segment More than 100 countries Urban andrural 18 and older Males&Females Students, employ ees and professionals ‘Hard coreloyals’, ‘Soft core loyals’, Switchers’ Widest range of products, Convenie nce of online purchasing, Competitive prices Easygoing, determined and ambitious non-users, potential users, firsttime users, regular users, or MM. DD. 20 XX
STP 6 Amazon has successfully positioned itself as a “Go global Act local” e-commerce giant where people can buy anything & get it delivered at any remote locations. Using the catchphrases like #Aur. Dikhao, #Apni. Dukan, #Amazon Wale in its most recent campaigns in India, it has further helped them acquire a distinct space in the consumer’s mind. Amazon mainly uses the following ways of positioning: Multi-segment Positioning Adaptive Positioning MM. DD. 20 XX
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Flower of Service 8 Order-taking Mobile App & Website Information Through Website and App Billing Invoicethrough registered email ID Payment Credit/Debit card, Netbanking, Amazon Pay, Gift coupons, COD Hospitality Tieswithexcellentretailers and logistics Exceptions Problem Handling and solving Consultation 24*7 Customer Support Safe-Keeping Three. Layer. Packaging. MM. DD. 20 XX Mechanism
Branding Strategies of Service 9 MM. DD. 20 XX
Service marketing Communication Mix Online Marketing 10 Print Sales Promotion MM. DD. 20 XX
Service marketing Communication Mix Coupons &Gifts 11 Price Promotion Social Media MM. DD. 20 XX
Service Blue Print 12 MM. DD. 20 XX
Moment of Truth A period of time during which a consumer directly interacts with a service. ” (Shostacks 1985). There is not always a parallel frontstage action for every customer touchpoint. A customer can interact directly with a service without encountering a frontstage actor, like it’s the case with the appliance delivery in our example blueprint. Each time a customer interacts with a service (via technology), moment of truth occurs. 13 a During these moments of truth, customers judge your quality and make decisions regarding future purchases. MM. DD. 20 XX
Queue Configuration Amazon follow Parallel lines to multiple servers because Amazon has 11 cloud regions across the world Each region has multiple sets of data centers, and there are 28 total sets across the world. Each of those has one or more data centers, with a typical facility containing 50, 000 to 80, 000 servers. A conservative estimate puts Amazon over 1. 5 million servers globally. Approx. 2. 6 billion people visit Amazon website per month 14 MM. DD. 20 XX
Service Scape Model Servicescapeisusedto createanenvironment which resultsin increasein trustand purchaseintentions. Servicescaperelated to ecommerceindustry areas follows: Website Design Visual appeal Relevanceof information Customer interactivity Easeof payment Functionality Fastness Thishelps in increasingthe trustin the website and increasethe purchaseintentions 15 MM. DD. 20 XX
Brand loyalty of Amazon hasamazing brand loyalty. Thegap betweenthe customerexpectationand the potential value is less. Thisisone of the reasonsfor customerloyalty for amazon. Amazon alwayskeptitspromise of giving best quality products and on timedelivery. Amazon able to increaseitsrevenue from 6. 92 billion dollars in 2005 to 177. 87 billion in 2017. Primeserviceshaveenticed anestimated 70 million-90 million people to sign up for membership. 16 MM. DD. 20 XX
Churn Drivers 17 Amazon is. Addictive Amazon closethesale Amazon istheir One stop Shop Amazon isfor Savvyshoppers MM. DD. 20 XX
Service guarantees of Amazon follows A - to According to this below guarantees amazon gives. 18 - Z Guarantee. are the service MM. DD. 20 XX
Suggestions and Conclusion Customer Trust Customer Loyalty Pricing Competition Brand Recognition Sale Conversion A One-stop Solution 19 MM. DD. 20 XX
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