Richard J. George, Ph.D.

Amazon's Express Goes From Overnight to Same Day

October 16, 2009

FROM RETAILWIRE:
When most consumers think about getting an express delivery from a website, it's overnight. Amazon.com is in the process of changing that with the launch of its same-day "Local Express Delivery" service. What will same-day delivery do for the consumer perception of Amazon.com?      [more...]

Amazon has always done a great job of getting and then staying close to its customers. Their entire system, save telephone contacts, is designed to delight the customer. This is a terrific example of addressing an area of customer compromise. While most customers do not need the same-day delivery, some do and Amazon has solved this problem.

The lesson for every marketer is to follow the Amazon model of constantly and consistently staying close to its customers, discovering compromises, and addressing same, well ahead of the competition. Solving the customer's problem or compromise will allow you to solve your problem of realizing profitable sales.