Essay: Improved customer service to raise the consumer confidence

The visible benefit of opening a physical store for Amazon would probably be to raise the level of consumer confidence through an improved customer service. Some consumers are not confident of making online purchases because they have scanty information about the person they are dealing with, and are not able to present their grievances verbally. Other consumers do not think it is safe to transact online using credit cards. This is expected because many online companies do not handle their customers’ privacy with the seriousness it deserves.

          However, putting into consideration the expected cost of expansion as outlined earlier, putting up the brick and mortar outlets would not be the right move for Amazon because this cost would affect directly the income of the company. The fact that Amazon.com has a higher income than both Barners and Noble, who have the physical outlets, also supports this argument.

                                                               Appendix

  Amazon.com Barnes and Noble Borders
Functionality Easy to navigate through

the website because it is

Clear and can be understood with ease.

Websites not easy to use

and is not easy to locate

Items on the site.

Website difficult to use because it is complex.
Design Text design well spread and not overcrowded with images.

A good font size.

Design is poor because it is overcrowded with text and images. Design is poor because it is overcrowded with text and images.
Content A larger variety of products to chose from Relatively wide range of products but not as Amazon. Lower product range.
Originality Has a long history in offering diverse products Has a long history in offering lower prices but on fewer products Have a history of attracting book lovers.
Professionalism High level professionalism.

Clearly legible, and understood.

Low level of professionalism.

Content not clearly legible and understood.

Low level of professionalism.

Difficult to read and understand text.

Effectiveness Website is effective as demonstrated by its ease of navigation.

Provides easy access to different items or content.

Not effective because of too much content on the website.

Does not provide easy access to items or content.

Not effective because of too much content on the website.

Does not provide easy access to items or content.

 

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