In Chapter 10 of the book Customer Service, there are 3 elements for delivering in relation to customer needs. Choose 1 and apply in the case study

Any will do: *Delivering core promise – assuring the customers that the merchandise are in-stock and that there is rapid delivery (OTIF) **Meeting and exceeding customer expectations – The seamless check-out, fast delivery, and rapid response to customers exceeded the expectation of customers. ***Service recovery – Amazon tried to capture the “lost” market share (or customers). They invested in improved customer service and technology for improved customer experience, in a hope to gain back these customers.