Service Innovation

Over at Seeking Alpha (link), there is a post about Amazon using “frustration free packaging”, and how this connects well with their customers. This is both a green initiative, but mostly aimed at creating a better user experience. Amazon describes the initiative here (link) and supports the initiative by encouraging customers to upload videos of their own frustrating packaging experiences.

According to the post, they have managed to reduce the unpacking time for a Fisher Price toy from 11 minutes to 44 seconds. Not only that, they have reduced packaging materials enormously, as seen in this video.

What I love about this is that Amazon again are focussing upon the customer experience. What is more frustrating than receiving a great present, then spending ages to unpack it and assemble it?

In addition to this focus upon the experience, they have managed to create collaboration between major actors to satisfy this need. In fact, its scores highly in terms of all of the AT-ONE letters, Actors, Touch-points, Offering, Need and Experience. No wonder they are doing so well, and eating up E-Bay piece by piece.

 

P.S. Wrap rage is a great term for the frustrations we have with packaging. Read more about it here