Can you believe what started as an online bookstore is now a shopping platform that hosts everything a person could ever need? Consumers can now receive same-day deliveries, make fast and easy returns, and find a variety of products that can be purchased with just one click.
Amazon has set a new standard for eCommerce, which is also known as The Amazon Effect. We’ve gotten to know the Amazon Effect firsthand, especially in the last few years as we’ve become an industry leader in building customer- and employee-facing stores for global retail giants. Customer expectations are higher than ever, so we (and businesses like us) have been adjusting our strategies to compete with Amazon’s approach. Let’s “unbox” how Amazon is redefining the way we shop.
Need to Skim? Key Takeaways
- The Amazon effect refers to how the rise of online shopping and fast delivery has transformed eCommerce and physical retail stores.
- Amazon’s innovations have set new benchmarks for retail including faster delivery, lower prices, and seamless customer service experiences.
- Consumers have set high expectations for customer service experiences online, including instant support options like AI chatbots, quick turnaround response times, and easy return processes.
- Imprint Engine is adapting to the Amazon Effect through quick service, helpful tools to gather information, sustainability practices, and
Table of Contents
Unpacking The Amazon Effect
The “Amazon Effect” refers to the massive impact Amazon has had on eCommerce. Its innovations like one-click purchasing, free two-day shipping for Prime members, and instant customer service has set a high bar and largely influenced consumer behavior. Consumers now expect platforms to know their shopping preferences. In fact, 63% of consumers consider personalization a standard service (which is why we leverage customer data and browsing habits to create a personalized experience in the company stores we develop).
The Future of Retail
Every year, the world loses more brick and mortar retailers due to the increasing consumer preference for online shopping. Of course, physical stores will always serve an important purpose and sales at brick-and-mortar locations have steadily been rising since the pandemic. However, retailers who adapt to the Amazon Effect by merging their online and offline shopping experiences will see the most success.
Service
Amazon has created a reality where consumers only have to click their mouse a couple of times to receive their purchase at their doorstep within a day or two. Speed and convenience have become pillars of customer service expectations, so it’s important to prioritize these elements in your brand’s online experience.
Prices
Daily deals and low prices on a range of products have made the online retail market even more competitive, forcing many businesses to lower their prices to stay in the game. Fast, free shipping has also become the norm in the minds of consumers, a standard that is difficult and perhaps even impossible for many businesses to meet.
Quality
It’s not all sunshine and rainbows for the eCommerce giant. Low costs often come at the expense of quality. The Amazon Effect has led to much lower product quality, with customers opting for convenience and cost effectiveness over true durability.
Sustainability
Overconsumption is another negative impact the Amazon Effect has made on consumer behavior. It’s easier than ever to make impulse purchases and invest in excessive, unnecessary products thanks to a world of affordable options [that you didn’t even know existed] right at your fingertips. At Imprint Engine, improving our clients’ sustainability is one of our core focuses when creating, selling, and distributing brand merchandise.
Related read: 9 Sustainability Initiatives to Use in Your Workplace
How Has the Amazon Effect Changed Consumer Expectations?
The most profound impact from the Amazon Effect has been made on consumer expectations. Here are a few standards that have been set for satisfactory online shopping experiences according to consumers.
Personalized shopping experiences
Amazon offers tailored product suggestions for convenient, personalized shopping experiences, which has influenced brands to invest in machine learning technologies that can deliver that same tailored experience.
Seamless interface
Amazon’s seamless online interface is another hallmark of its success, leading other brands to focus on user-friendly web designs, intuitive navigation, and efficient speed.
Enhanced post-purchase experiences
Post-purchase features like quick customer service, easy returns, and free return shipping are now preferred features for consumers. Now, businesses have no choice but to invest heavily in customer support technologies that can compete with Amazon.
How Has Customer Service Been Affected?
I’ll just come right out and say it: today’s consumers are spoiled with customer service options. Amazon has revolutionized customer service with quick, personalized responses and instant callbacks. Let’s expand on how customer service is evolving:
Instant support options
Amazon enlists chatbots and other AI tools to help customers narrow down and resolve issues. Customers can also discuss their requests over the phone within seconds of requesting the call.
Response expectations
Customers now expect their issues to be resolved almost immediately thanks to the Amazon Effect setting standards high for response times. With instant phone calls, always-available chatbots, and satisfactory solutions, Amazon has made it impossible to get away with going days without resolving customers’ requests.
Hassle-free returns
Free and easy return options have also become key expectations for online shoppers. Plus, if a product for whatever reason cannot be returned, Amazon offers another mutually beneficial solution: customers may resell the product on Amazon to other customers without fees.
How Is Imprint Engine Adapting to the Amazon Era?
Our entire business is centered around creating impactful brand experiences, and this includes shopping experiences on internal and external company stores. We’re serious about quality: the quality of personalization efforts, the quality of web design, the quality of customer service, and the quality of the goods themselves. We’ve adopted strategies and advanced technologies that allow us to keep up with Amazon on a global scale. Whether your customers are in your zipcode or on the opposite side of the globe, they receive the same gold standard online shopping experience.
Let’s Make Your Customer Experience Quick and Easy
Imprint Engine makes it easy and efficient to design, order, and distribute company merchandise. We’ll create a custom online store that meets today’s high customer expectations and back it up with products that leave a lasting positive impression. Ready to kick off your brand’s next meaningful experience?
Want to know more? Let’s get started today.
We can’t wait to connect with you.