in your words, to discussion the customer engagement issues of Amazon Go. it is
ID: 1104518 • Letter: I
Question
in your words, to discussion the customer engagement issues of Amazon Go. it is needs to meet the following conditions. 1. customer engagement issues, to indicate which issue belongs to RACE?
identify possible customer issues
factors that can cause dissatisfaction
2. customer touch point
identify possible touch points
-where customer interaction/engagement
Eg: retail store/hotline……
3. relevant strategy
what strategies to adopt using the touch points to resolve the customer issues.
Ie: use of mobile technology=app/AI/ML
Ie: use of sales force to perform CRM
“E”
Ie: use of content marketing to manage PR/impression on FB/social medical
More for “R”
not For each eg/example: it is appropride & relevant to your STP approach; suggest relevant metriz (at least 400 words)
Explanation / Answer
In my words Customer engagement os a process of building , nurturing and managing relationships with customers. It is about retaining customers leading on a journey to loyalty.
1. If I talk about Amazon Go , Customer issues would be :
Being Relevant to customers; As over the time there is a growth of audience buying online and Amazon also provided automated payment deduction system with simply adding it in your cart, As new stores are opening Amazon go will be full of sensors and cameras, which will follow every step of customer this would be rude intrusion into private lifes.There could be moneytory issue , suppose if there is an system crash nothing works perfectly so there will be monetary loss.Customers could also face an issue if they want to return their products.If product is stale and there would be no sellers as they are opening automated stores.
One of the possible touch point would be chat option through application so that if customer has any issue can chat to customer service As this added factor of mobile user experience could also play a part in eventual popularity of upcoming new stores of Amazon go stores as through this technology customer would require a mlbile app through which he or she can checkin to store . And also in case of any query they an ask for assistance or guidance over chat or call option in mobile app
Segmentation , targeting, positioning in marketing strategy of amazon , Ecommerce giant amazon uses demographic & psychographic segmentation to segment the markets. Amazon go segmentation is based on actual purchase behaviour not what people might haveexpressed interest. So automated stores will result in what people gonna add products in their cart will show their purchase behaviour.In order to automate amazon would have to acquire many IT so that they can provide best in class customer services to their customers like they may require Chat option or hotline for handling customers queries. For all these they also have to use content marketing ,FB so that they have to focus on advertising and promotion for their new step towards automated stores to make their project more stronger and have high brand equity .
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