Early 1994, Internet usage was growing at a phenomenal rate of 2300 percent per month. Jeff Bezos, founder of Amazon.com, recalls that he felt need of doing something immediately. When something is growing that fast, every second counts.
Bezos quit his lucrative job at DE Shaw to start an online venture. His initial plan was to sell a low priced product, which customer would not hesitate to purchase online. After weighting several factors, he decided to concentrate on books.
“unless you could create something with huge value proposition for customer, it would be easier for the customer to do it old way.” Books, with low price and more than three million titles worldwide, seems to be an ideal product for selling online. Mail order book catalogs were not feasible, as they would have to carry thousands of titles, making them very bulky and expensive to mail. On the other hand, the Internet could provide such information economically and efficiently.
In June 1995, Amazon.com Books Inc. commenced its operations. The name Amazon drew inspiration from largest river in the world, signals Bezos’ clear intention to develop the biggest bookstore in the world. The name Amazon is short to remember, it captures the spirit of the site, and conveys its vast size and offering. Infact, Bezos had chosen the name Amazon also because it short, simple and easy to remember. Moreover it also captures the spirit of the site. He also wanted the same to start with letter A so that it appear at top of the search engine list.
Brand building initiatives
Online, the balance of power shifts away from company and goes towards the customer. Our strength is that we have not been competitor obsessed.
–Jeff Bezos, CEO Amazon.com
Bezos identified it very early that customer is the king. He proposed customer value proposition for the Amazon which is evident from the initiatives at Amazon. Amazon provide value added features to increase the ease of shopping viz. product search, gift click, wish lists, gift reminders, and ‘Amazon.com Anywhere’ which support access from wireless device. Amazon has successfully created one-to-one relationships with its customers by customizing features and service based on customer purchase history. It has also added community feeling among customers by soliciting and posting readers’ comments on book displays. Amazon also introduced Amazon.com discussion board to further enhance the community feeling. It allows customer to share information on their topic of interest. Amazon Associate program is help develop better customer interaction. The customer interaction is reinforced with the personalized communication model. Customer centricity is evident from all online and offline activities of the Amazon.
Amazon’s promotion program can be divided into three distinct phase. It started with word-of-mouth publicity among online communities. Second phase was beginning of advertising in online, print media and outdoors. Third phase of promotional program started with inauguration of Associates Program in 1996. The associate program offers other website to display the Amazon.com hot-link and offer specific books of interest to their visitors. Amazon has developed alliance and partnerships with high traffic web portals and sites viz. America Online, Yahoo!, Geocity, Alta Vista, Excite, Prodigy etc. The associates program has been phenomenally successful, attracting member sites of all size. Amazon has also used viral marketing technique through customer reviews, free e-Cards, and gift certificates.
Changing Focus
Amazon is an early mover on the internet and the first mover on the online bookselling. This has helped it build a strong brand at relatively low cost. Thanks to extensive hype and coverage across media.
The online book company received strong criticism when it started expanding its product line. Marketers and academicians across geography said that Amazon is diluting the value of its association with books. A report in time magazine mentioned: “it’s incredibly risky. How elastic is the Amazon brand name? how much can you stretch it until it simply explodes and become meaningless to consumer? And how long can the money hold out? Bezos has alreadt burned through a bank’s worth of ash with no sign of slowing down. If any thing he is upping the ante – according to estimate, the company’s net loss could be $350 million in this year (2000) alone.” Bezos, however felt otherwise: “No, see we are not book company. We are not Music Company. We are not Vedio Company. We are not Auction Company. We are customer company.” He started line extension with some other valid logic – brand to certain degree is quick-drying cement. When they are young, they’re stretchable and plaint, but over time they become more and more associated with a particular thing and hart to stretch. His views were absolutely right which was evident from Amazon music store initiative. June 1998, Amazon unveiled a music store, which within six month propelled Amazon to one of the leading online music retailer.
Conclusion
Amazon has successfully built a strong brand and loyal customer base.
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