Amazon: SWOT Analysis Report, Recommendations and Customer Service

This report presents a SWOT (Strengths, Weaknesses, Opportunities, and Threats) analysis of Amazon, the e-commerce giant. The analysis covers Amazon's strong brand image, customer-centric approach, and acquisitions, as well as its weaknesses like large delivery networks and negative publicity. Opportunities include introducing its own products and expanding into developing countries, while threats include low entry barriers and cybercrime. The report recommends improvements to customer service, such as better listening skills from customer care executives, expanding the customer support team, and collecting customer feedback to improve their experience. The report concludes with a list of references to support the analysis.

ASSESSMENT

TABLE OF CONTENT
• Introduction
• SWOT Analysis
• Recommendations
• References

INTRODUCTION
• Amazon was founded in 1994 by Jeff Bazos. It is an online marketplace for books but after great
success of books it expands to different items like apparel, video games, electronics, jewellery,
toys, etc. Amazon is the largest internet company by revenue in the world. Its headquarter is at
Bellevue, Washington, United States and planning to open new physical stores in the market.

SWOT ANALYSIS
Strengths Weaknesses
 Amazon has strong brand image in the market.
 It has customer-centric process as it carefully records the history of
customer behaviour of buying
 Acquires other companies like Junglee, woot, etc. and generate too
much profits and became a e-commerce giant.
 Large delivery network and wars in prices shrinks the margin and
results in losses sometimes.
 A negative publicity for tax avoidance in US and UK which is the
most revenue generated countries for amazon
 Struggle in some developing countries attracts high debts

CONTINUE…..
Opportunities Threats
 Introducing its own products create opportunity for amazon to make more
profits in competitive e-commerce industry.
 Expansion in developing countries helps to get market with low
competition.
 They use Acquiring strategy which helps them to reduce competition in
the market.
 They are planning to open a physical store which helps them attract local
customers and smooth the brand image.
 Low entry barriers can increase competition for Amazon.
 E-commerce sites of the country itself have faith of the local customers
and takes the market share of amazon in that country.
 Another threat is increasing cybercrime in the e-commerce industry for
which Amazon needs to ensure proper safety of the customers data.

RECOMMENDATION FOR THE COMPANY
According to the research on the customer service of Amazon, it can be concluded that the company has a
good customer service but still there is a room for the betterment of their performance. Following
recommendations can be made to improve customer experience in Amazon:
• The customer care executives must improve a good listening skills to solve customer grievances.
• Company should increase the service of customer care as it is spreading with a high speed needs more
customers support team.
• The company should record the feedback of the customer experience so that it can be improved for
them and they don't lose their trust on the company.

REFERENCES
• Fisher, J., Stutzman, H., Vedoveto, M., Delgado, D., Rivero, R., Quertehuari Dariquebe, W., Seclén
Contreras, L., Souto, T., Harden, A. and Rhee, S., 2020. Collaborative governance and conflict
management: lessons learned and good practices from a case study in the Amazon Basin. Society &
Natural Resources, 33(4), pp.538-553.
• Hager, A.M., Larson, J., Ugbah, N.K. and Ramesh, V., 2017. Oil Extraction in the Ecuadorian Amazon:
Incorporating Conflict Resolution Theory and Practice. Conflict Resolution Quarterly, 35(2), pp.243-267.
• Orta-Martínez, M., Pellegrini, L. and Arsel, M., 2018. “The squeaky wheel gets the grease”? The conflict
imperative and the slow fight against environmental injustice in northern Peruvian Amazon. Ecology and
Society, 23(3).