I could spend hours talking about Amazon as a behavioural case study.
The more you look at their site, the more you realise their attention to resolve any points of friction.
Here’s one I hadn’t seen before.
I was tracking a delivery that hadn’t arrived on the date they gave me. Rare, but not unusual, particularly as it was coming directly from the supplier.
Here’s the message:
“You’re seeing the same order status information that our Customer Service associates can access.”
Can you see the genius in this?
They’re telling me: Don’t bother calling. We have no new information.
It’s clever because it avoids two problems: inbound calls that tie up labour, and frustrated customers left with a wasted call.
And the surprising thing?
How obvious this seems. They’ve solved a downstream issue with an upstream intervention.
Yet I don’t think I’ve seen any other business do it so simply.
Have you?
What’s a simple tweak you can make in your business to make it better for you and your customers?
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