{"id":32413,"date":"2021-09-01T00:00:00","date_gmt":"2021-09-01T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazon-sets-the-standard-for-every-business\/"},"modified":"2024-01-17T09:01:55","modified_gmt":"2024-01-17T09:01:55","slug":"amazon-sets-the-standard-for-every-business","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-experience\/amazon-sets-the-standard-for-every-business\/","title":{"rendered":"Amazon Sets the Standard for Every Business"},"content":{"rendered":" \"Amazon<\/span>I\u2019ve written about this before. Our customers are smarter than ever when it comes to customer service<\/a> and receiving a great customer experience. They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small,\u00a0global\u00a0or local. These companies are setting the bar higher. They are forcing everyone in business to up their game, and that\u2019s great for us as customers.\u00a0<\/span>\u00a0<\/span>\r\n\r\nOne company that has been continually setting new standards and forcing all companies to step up is Amazon. That\u2019s nothing new. They\u2019ve been doing it for decades. Amazon revolutionized the book industry and eventually the entire retail industry.\u00a0<\/span>\u00a0<\/span>\r\n\r\nThe reason I bring this up is that I get pushback from the B2B world. Some of my B2B clients don\u2019t think they have to meet Amazon\u2019s level of service. Some think it\u2019s an unfair comparison. I disagree, and here is the story to prove it.<\/span>\u00a0<\/span>\r\n\r\nOne of my clients, a healthcare organization, ordered a $500,000 imaging machine. The client commented on how the machinery was delivered ahead of schedule. Now, most people would be happy that something showed up ahead of schedule, but not this time. It was unexpected. The area that would house this piece of equipment wasn\u2019t yet prepared. And this is what my client said:<\/span>\u00a0<\/span>\r\n\r\n\u201cI can\u2019t believe we weren\u2019t notified that it was going to be delivered. Even when I order toilet paper from Amazon, they send me an email to tell me it is on its way.\u201d<\/span>\u00a0<\/span>\r\n\r\nYes, my client was comparing the delivery experience of a half-million-dollar medical X-ray machine to toilet paper.\u00a0<\/span>\u00a0<\/span>\r\n

Amazon is molding your customers\u2019 perceptions<\/span><\/h3>\r\nHere is the point. You may not compete with Amazon, but Amazon is molding your customers\u2019 perceptions about what goes into good service and a positive customer experience. It offers convenience, communication, delivery, customer support and more. The sooner you start to recognize this, the better. Unconsciously, your customers already are. Their brains are now wired to expect more.\u00a0<\/span>\u00a0<\/span>\r\n\r\nThe big question is this: Regardless of the type of business or industry you are in, have you adapted the way you do business to meet the new expectations of a customer who has been, for lack of a better word,\u00a0<\/span>Amazonized<\/span><\/i>?<\/span>\u00a0<\/span>\r\n\r\nSo, the next time your customer seems a bit more demanding than you think is normal, recognize that there is a new standard being set by one of the most iconic brands in the history of business. I challenge you to accept that fact and to do business accordingly.\u202f\u00a0<\/span>\u00a0<\/span>\r\n\r\n