Swot Analysis Of E Commerce Market

1034 Words Oct 20th, 2015 5 Pages
Strengths
Large Market Share
In 2014, Amazon controlled 16.2% of the market share in the U.S. E-Commerce market with sales revenue exceeding $88.9 billion. In comparison, our second largest E-Commerce competitor holds controls only 1.7% of the market with revenues of $17.9 billion in 2014, about a fifth of our total revenue. (Carter). In addition to the large market share of E-Commerce as a whole, we also hold 3.1% of all online grocery sales, only 2.3% less than that of the company with the largest market share percentage, PeaPod (McKitterick).

Excellent Customer Service
Our customer service is generally regarded among the best in the industry. This sentiment is echoed by 57.52% of users who report having an excellent customer service experience, compared to just 41.37% of the next highest rated company, Hilton (McIntyre et al). Not only is the quality of our customer service superb, but it is also available 24 hours a day and through multiple forms of communication including by phone, email, and live chat. Many companies offer both phone and email support but do not offer live chat (nor 24/7 live chat).
Our phone support also rivals many competitors. In our unique system, we call the customer, rather than the customer calling and holding for the next representative. This allows the customer to immediately connect to a representative who can help them and quickly resolve their issue.
We always do whatever it takes to serve the customer. In 2009, a delivered package was…

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