Bringing Omnichannel Experience to Electronics Customers

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tirlapur
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Re : Bringing Omnichannel Experience to Electronics Customers
tirlapur   8/10/2013 4:15:14 PM
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The convenience of creating new channels that both promote and preserve business has been crucial in designing a shrinking business model, which not only maximizes profits, but also customer satisfaction.

tirlapur
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Re : Bringing Omnichannel Experience to Electronics Customers
tirlapur   8/10/2013 4:14:28 PM
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The introduction of the digital channel has brought the consumer close to the manufacturer than ever before. This not only increases the ease and convenience of business, but also yields maximum consumer support and feedback.

Douglas Alexander
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Re: Value added services
Douglas Alexander   8/9/2013 10:32:03 AM
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@Hailey...I also do all my other non-electronics or business supply business at the local level. As far as _hm's comment about value added services, he has a point. I cannot ask Amazon to make a custom cable assembly for me or do a front panel complete with silkscreen, but if I have an after-market need, I can go directly to the supplier and make a request. For instance, my microscope came with a 5MP camera which I found to be inadequate for the resolution I needed for close-up clarity. I found AMScopes contact info on Amazon and called them directly. They sent me a 9MP camera, upgraded the software and offered tech support to assist with the upgrade. That is value added. In that sense, if Amazon does not block the way to obtain value added services, yet does not offer them as a standard service, I am still satisfied as those services are available directly. I have not tried to search Amazon using " custom cable assemblies" as a key word search, but I will give it a whirl and get back to you.

Hailey Lynne McKeefry
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Re: Value added services
Hailey Lynne McKeefry   8/8/2013 8:19:16 PM
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_hm, i agree with your sentiment but i think that this can be a both/and rather than an either/or.  When it comes to electronics, at least here in California, we don't have a local business, unless you count Fry's Electronics which is a big business by any measure. I use Amazon. When it comes to groceries, service businesses, and clothing, for example, I much prefer to go local.

Hailey Lynne McKeefry
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Re: The basics
Hailey Lynne McKeefry   8/8/2013 8:16:36 PM
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@Douglas, "Amazon is one great EDI increasing my ROI while decreasing my COGS. Even the ease of handling for RMAs and RGAs can't be topped in the real world where human-OIDS extend the process steps and sometimes disallow a return altogether. When that happens, I am SOL."

LOL...i love that.

I too am an avid user of the Amazon Prime Unichannel experience. What interests me most is the ways that Amazon has worked to keep pace and evolve the Prime brand to include book lending, video streaming, and other offerings to the Prime membership. They have a great understanding of how to manage the customer experience successfully.

_hm
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Value added services
_hm   8/8/2013 8:10:47 PM
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This is a good news. Amazon can be good in reducing price a little. But can they provide value added service? Can you talk to a person about product purchased? These are very improtant aspect of owning product. In many caes, it may be preferred to pay little extra and get premium customer service.

Also, we are part of society and need to contribute to society where we are grown-up. I prefer to contribute to fellow neighbour in giving him opportunity to do business.

 

Douglas Alexander
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The basics
Douglas Alexander   8/8/2013 11:07:47 AM
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I use Amazon Prime as a single channel of purchasing personal and business goods. I say "single" not Omni because it is one step, one click, one registration, and one satisfying experience. They handle the background logistics which include reverse logistics and I just decide if I want to pay the prices offered. Also, when I go to Best Buy, they match Amazon pricing so Amazon's reach into my commerce life goes even deeper than an online experience. I like to think that Amazon is keeping the brick and mortars honest. I just purchased an inspection microscope from Amazon that carried a significant discount. It was on my doorstep two days later with no freight cost added. You can call it Omnichannel if you want to. I call it my single most favorite shopping channel. There are too many fancy smancy acronyms and marketing catch words employed accross industry sectors today. Just call it like it is without a catch word. One stop, hassle free shopping. Amazon is one great EDI increasing my ROI while decreasing my COGS. Even the ease of handling for RMAs and RGAs can't be topped in the real world where human-OIDS extend the process steps and sometimes disallow a return altogether. When that happens, I am SOL.



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