Reflection post 3

Amazon is an American electronic commerce and cloud computing company based in Seattle, Washington, and that was founded by Jeff Bezos in 1994. The Amazon.com started as an online bookstore and later diversified to sell video downloads/streaming, software, video games, electronic, furniture, food, and so on. In 2015, Amazon became the most valuable retailer in the U.S. by market capitalization, and it became the second most valuable public company in the word. (https://en.wikipedia.org/wiki/Amazon_(company))

Embracing the groundswell 

The organization could create products or services with customer driven innovation.  Customers are directly connected with products or services, their feelings are best feedback of products and service, so customers' suggestions are more practical for product users.

On Twitter, there is an official Amazon Help account which aim to answer Amazon support questions 7 days a week. And this support is available in some different languages. 

As we can see from the left picture, Amazon Help answered customer's questions frequently, they cares about what customers saying and they could offer better services or products based on the customers' comments. 

Here is an example of embracing the groundswell. When Amazon first launched its shoes business in United States, it noticed the feedback about customers often has problems with the size of the shoes they bought. So the company make a innovation, that is it allowed customers to buy two sizes of the same style at a time, try them and leave the right pair, and return the not suitable pair for free. 

Tapping the groundswell with Twitter

Twitter could help the organization to expand its brand because Twitter create connection between users/ consumers with the organization.

Followers: there are more than two million followers of Amazon on twitter. Large amount of followers allows so many people could quickly get information that Amazon released on Twitter.

Hashtags and searches: Amazon uses a lot of hashtags to engage more people pay attention to their products or campaign. In this tweet, Amazon put hashtag of HurricaneFlorence, so any one who cares about this can see this tweet. 

Mentions and retweets: Sometimes Amazon retweets consumers twitters. The following picture shows that Amazon retweet this person's twitter because she mentioned Amazon's campaign with hashtag #PrimeDay. 

Links: Amazon always share content with links on Twitter. Most of the links are directly linked with Amazon official website. Some of other links are linked with Youtube or Facebook. 

Apps and tools: Amazon has an official websites, consumers could look at products' information and purchase product on the website. It is very convince and easy to use,