Volkan

Founder of NewGen Photographers

[Volkan @wolkanseker]

@scotiabank you guys suck! Terrible experience - your agents don't know anything they don't care about anything and you left me in a terrible situation in the USA -

[Volkan @wolkanseker]

@bosunatiklama negatif yonde 6 puan buyuduk:)

[Volkan @wolkanseker]

@0x_ale Oh man, you don't know anything about Turkiye.

[Volkan @wolkanseker]

@Lightroom 3 months old Poodle😊

[Volkan @wolkanseker]

18- CX Lessons for @amazon @amazonca
Expectation Gap: Find ways to show customers how things have changed.

“People don't care how much you know until they know how much you care.” – Roosevelt ( 32nd President of the US)

[Volkan @wolkanseker]

17- CX Lessons for @amazon @amazonca
Delivery Gap: Provide employees with skills and tools to deliver excellence and ease.
Communication Gap: Close the loops internal and external loops with customers by ensuring that promises are realistic and correctly understood by customers.

[Volkan @wolkanseker]

16- Lessons for @amazon @amazonca
How to close the gaps to better understand customers

Knowledge Gap: Continuing education for management and employees on what the customer wants.

Standards Gap: Policy and procedures to be established and all touch points to be aware of.

[Volkan @wolkanseker]

@AmazonHelp Thanks, Matt - I submit the details. Please don't send copy-paste emails or answers. This whole experience is so disappointing. I have a simple problem. No one cares about it.
@amazon @amazonca

[Volkan @wolkanseker]

15- Great CX doesn’t happen by accident
Great CX results from countless deliberate decisions made daily by every single person in the CX ecosystem.
To align these decisions, employees and partners need a shared vision: a CX strategy.
@amazon @amazonca

[Volkan @wolkanseker]

14- So, @Amazon, here is the lesson for you:
What is Customer Experience:
It is how customers perceive their interactions with your company at EVERY MOMENT OF TRUTH, at EVERY TOUCHPOINT and along EVERY STEP OF THEIR JOURNEY.
@amazonca

[Volkan @wolkanseker]

13- You lost a prime member now. You missed your chance to win me back and show the world that you're a customer-centric company. I ordered a new Macbook from Apple - excellent experience at every step of the journey. Thank you, @Apple, for being awesome again.
@amazon @amazonca

[Volkan @wolkanseker]

12- I shouldn't wait for the refund for 30 days! For example, I'm leaving the country in 2 weeks, I have so much work to do with the laptop, and I can't buy it from anywhere else because my card's limit is not enough. Put yourself in your customer's shoes!
@amazon @amazonca

[Volkan @wolkanseker]

11- Don't send copy-paste emails. Try to be more emphatic. What would you feel if you were me?
Put yourself in your customer's shoes
Amazon's fault for sending the wrong package in two days. This is acceptable. Human errors, right? We all do. dn't have problem with that. @amazon

[Volkan @wolkanseker]

10- I talked to Eric, and he said he would give me a call. Didn't give. Mohsin, Barbara, Rebecca, Mohammad.. They couldn't help me.
Every Touch Point? Failed
@amazon @amazonca

[Volkan @wolkanseker]

9- I got a message from Customer Service that said it took 1-2 business days to refund, then got an email that said it would take two weeks and then got an email saying it takes 30 days.
Moment of truth? Failed.
@amazon @amazonca

[Volkan @wolkanseker]

8- I ordered A MacBook Air and Headphone from Amazon itself (the seller is Amazon)
- Amazon sent the wrong package two days later.
-I called and wrote a message about the situation.
- I sent the wrong package two days later, and it arrived at Amazon 15 days ago
@amazon @amazonca

[Volkan @wolkanseker]

7- You're right @JeffBezos - after I had a terrible experience with @amazon I turned to @Apple and they reminded me why they are the best.
@amazonca
Here is my terrible experience with Amazon:

[Volkan @wolkanseker]

6 - “I constantly remind our employees to be afraid, to wake up every morning terrified. Not of our competition, but of our customers
And we consider them to be loyal to us right up until the second that someone else offers them a better service. ”
@JeffBezos @amazon @amazonca

[Volkan @wolkanseker]

5- Jeff Bezos ' We're not competitor obsessed, we're customer obsessed. We start with what the customer needs and work backwards
No one understand these words in Amazon Customer Service
@amazon @amazonca @JeffBezos