TWICE:How can Amazon.com partake in the services side of the CE business, i.e., custom installation and whole-home automation?
Benjamin Hartman, Amazon.com:We are always looking to innovate on behalf of our customers, and we have been expanding our service offerings. We now offer free tech support with the purchase of a TV on Amazon. com. Customers can also find a robust set of additional services available on Amazon.com, including installation, assembly, and warranties.
TWICE:Have you been able to fully participate in the trend toward jumbo-sized flatpanel displays, given their greater delivery/ fulfillment challenges?
Hartman:Absolutely. Our customers have been embracing larger-screen TVs, and we offer a wide selection of large flat panels. We offer free enhanced delivery on 48-inch and larger TVs. Most customers can schedule their own delivery day including weekends and a two- to four-hour delivery window. Our common carriers deliver to any room, they unpack the TV, ensure that it is working properly to guarantee no damage occurred during transportation, and dispose of all packaging material.
As previously mentioned, we then offer free 30-day tech support to make sure that our customers get the most out of their new TVs and have no issues post-delivery. Additionally, customers can purchase install services on the Amazon.com site at the time the TV is purchased.
TWICE:Are you pleased with your mobile phone business?
Hartman:Yes, we are very pleased with the growth of our mobile phone business. Customers continue to use Amazon as the authoritative research destination for wireless devices, plans and offers. Amazon Wireless is a hassle-free shopping experience where customers can compare cellphones by price, carrier, brand, features and more, and compare cellphone plans across carriers. We also offer a best price guarantee, free twoday shipping and risk-free returns.
TWICE:Are you seeing a significant shift to mobile shopping by your customers?
Hartman:Mobile purchasing is a significant and growing business for Amazon. More and more people are carrying smartphones and other wireless mobile devices. Amazon’s mobile app and mobile site offer customers a fast and convenient way to shop Amazon’s wide selection and great value wherever they go. I personally use Amazon’s mobile app as my primary tool for shopping. I don’t need a shopping list, because I can purchase products with one-click on my phone as fast as I can write down the product name on a list. And, the product shows up with free shipping in two days through Amazon Prime.