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Customer satisfaction is at the core of Amazon's business model, where exceeding expectations is standard practice. The company employs innovative strategies, such as early deliveries, free returns, and replacing faulty devices at no extra cost, to foster loyalty. Amazon treats e-commerce as a testing ground for new solutions, including initiatives like Amazon Premium and an offline bookstore in Seattle. As a leader in the industry, a significant number of U.S. consumers now turn to Amazon for product searches, highlighting its dominance over traditional search engines.
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THE AMAZON CASE POST COVID-19 DELTA, Mario Haro Salazar, Diana Espinoza Alcívar
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- Année de publication
- 2022
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