Last week I visited Amazon to place an order for dog treats. My bulldog, Hank, loves a particular brand. Aside from my local pet store chain, Amazon is the only other place that sells them.
Why don’t I just get in my car and go to the pet store when I run out, instead of ordering online at Amazon? The answer lies in the customer experience (CX) I receive when I do business with Amazon via their website or app. Amazon stands out because it allows me to:
- Get a larger container of treats for about the same price as a smaller container I would get from the store;
- Order dog treats and other items on a subscription basis so we never run out;
- Have confidence that my orders arrive on my front doorstep, rain or shine;
- Learn about new relevant products during the ordering process through Amazon’s recommendations; and
- Quickly resolve order issues.
As a consumer, I’m now desiring to have these types of experiences with all companies I give my business to, including my utility. And I’m not the only one.