THE AMAZON CASE POST COVID-19 DELTA - Mario Haro Salazar - Bog

At Amazon they generally exceed customer expectations: deliveries before the expected time, free returns, a Kindle in bad condition will be replaced by a new one without extra payments and after a brief explanation... Giving more than what they promise is a practice that they have incorporated and that generates customer satisfaction. Amazon sees e-commerce as a great laboratory where new solutions are tested to achieve customer loyalty and increase the company's profits: Christmas Store, Amazon Premium, affiliate program, Amazon Logistics and they recently opened their first offline bookstore in Seattle with more than 6,000 paper titles at the same price as on the Internet. Amazon is an undisputed leader in e-commerce. According to a BloomReach survey, "4 out of 10 U.S. consumers turn to Amazon.com when searching for a particular product, bypassing Google, Yahoo and Bing".