COM0014: Blog Post #4 – B2C Case Study – Amazon

The goal of a B2C company is to get the costumer to click the “Buy Now” button as quickly and as often as possible, and I think Amazon is a perfect example that does just that. Allow me to explain.

Amazon is a perfect case of a B2C business who engages with its audience. Online audience, that is. Let me start by saying that Amazon has great customer service. “You can go speak to an Amazon employee at and Amazon store?”, you might ask. No. You cant. Absolutely not. It’s impossible. Their customer service is purely online. “But how could that be possible?” It’s almost impossible to reach someone by phone. If you have a question, comment or issue, you have to chat with an employee on their website through an online message application that pops up on your screen or you can submit a private message to their customer service. The company basically wants to avoid calls in order to perform every business duty and interaction online. Not only that, but they also offer international shipping for some of its products, and if you don’t like it, the returns are easy, too. They will email you the return label.

Amazon also uses social media such as Twitter, Facebook and Pinterest in order to engage with its online audience.

Their Twitter account posts links to plenty of their Lightning Deals. Basically, you get an incredibly huge discount on one of their products and this deal only takes place for a very short period of time.

They also have a very popular Facebook account, with 25.5 million likes. I’ve noticed customers have posted questions or issues on their FB page and Amazon really does a good job at replying immediately. They also post Deals of the Day, they post videos, images and comments. They even ask people to post photos of their pets in Halloween costumes. And, they also post best reviews of a product and handout giveaways.

Amazon also has a Pinterest account with 24 boards of different categories ranging from technology gadgets, kitchen bestsellers, to favourite gift registries.

What really tops the icing on the cake about Amazon is that they have reviews that you can read for each and every product that is being sold on their website. This way you have open and free access to what customers really think about the product they bought so that you, as a consumer, can make an informed decision about your potential purchase. Customers can also post a question they have about a product and it will get answered either by another consumer or by the seller. Pretty sweet, eh?

Of course, for each of the Amazon products being sold on their website, it has the Share This button for Facebook, Twitter, Email and Pinterest. They’re definitely on top of their social media game.

So, with all that being said, what are your thoughts about Amazon as a B2C company?

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