Dr. Amrita Saxena
Clareena Shafali Serrao
Summary of the Amazon Case:3
Means to Innovate and Enhance Customer Experience:6
Amazon.com - The Wal-Mart of the Internet6
Summary of the Amazon Case:
Amazon.com was founded in 1995 by Jeff Bezos, the CEO of Amazon.com. Jeff Bezos strategy was to offer its clients lowest possible prices and world leading customer experience thereby becoming the biggest bookstore and the leading global online service in the world. They wanted to remain customer focused and innovate continuously to improve the online shopping experience whereby customers can buy anything online. Even though there was stiff competition from Barnes and Noble, had the advantage as the “first mover”. Between the year 1997 and 1999, it entered into promotional and strategic relationship with internet players like Yahoo.com, America Online, Excite and Dell Computers which reinforced Amazon.com’s position as the leading online bookseller. With growing customer expectations, Amazon.com introduced new products like Amazon.com Advantage, Amazon.fr, and Amazon.com Kids and also expanded operations in Germany and UK. During this phase it also went into acquiring a series of companies like Bookpages, Internet Movie Database, Junglee and Planetall for e-commerce; and announced strategic investments in...