International Expansion of an E-Tailer Essay

International Expansion of an e-tailer We seek to be Earth ? s intimately customer-centric company for three primary customer sets consumer customers, seller customers and developer customers. The story of Amazon. com is a marvelous successful one. A company ? s biography which since the foundation in 19941 (followed by webpage launch one year ulterior in 19952) became the worlds market leader in e-tailing by fully focusing on customer satisfaction and consequently aligning all fundamental law activities, such as for example somatic strategy as well as technological portfolio, towards the consumer needs.From day one Jeff Bezos leads Amazon. com with a conspicuous general philosophy of customer orientation and the strategic decision to focus on an increasing market share, preferably of stock profits after Amazon went public (IPO) in 19973. Under consideration of these companys aims, a powerful corporate structure has been built which became source of the flourishing first years in the US market (1995-1998) and likewise, specifying this as the crucial learning years in terms of consumer requirements and behavior, the preparation and initiation for the future expansion.According to Cochran, customer satisfaction is a strategic decision and the ultimate goal of an organization adequate investments and the full involvement of all employees are necessarily crucial. For the measurement and organization around the guinea pig of customer satisfaction, numerous tools are available, such as reports, client comments, complaint processes and surveys representing elementary solutions for all physique of company-sizes and business4 as well as more sophisticated and comprehensive processes, such as the Balanced Scorecard5. however enterprises cover this part of their likenessship towards customers, satisfaction ever has to be managed methodically, continuously, substance and process-broadly as well as differentiated by segments and target groups. 6 As a result of my research, no detailed and original information related to the customer relationship & satisfaction management of Amazon are available nevertheless, Bezos has a clear picture of the customer needs and remains of the conviction that at Amazon they get barely what they want selection, low prices, and fast delivery. Consequently, for instance even the logo of Amazon has a relation to the organizations key objective of customer satisfaction8 and finally the overall strategy converts into measurable excellent results, such as the ACSI (American Customer Satisfaction Index) scale in which Amazon constantly ranks under the top best since the brass instrument of the Internet Retail category in 2000. 9Exhibit A contains a division defer which, on one hand, imparts a better visual understanding of the historical development that took place and, on the other hand, demonstrates how ambitious this sector is performing in the area of customer satisfaction currently, but also within the pr ior years of internet boom. Impressively, Amazon. com ranked first in 7 out of 11 years in which this Index category has been tracked. Displacement of the first position appeared only in 3 specific cases, such as barnesandnobel. om (strongest competitor in the US with the objective to keep up with