Amazon sellers are buzzing about a new metric called Customer Experience (CX) found in a dashboard called Voice of the Customer. Its an interesting label, as Amazon CEO Jeff Bezos is reportedly so customer-focused that he leaves an empty chair at some meetings to represent the customer, the most important person in the room.
But will the new metric get sellers to be as obsessed with customer satisfaction as Bezos is? Or will sellers see it as an indication that Amazon doesnt always recognize sellers are customers too who need to be protected by bad buyers?
The Voice of the Customer dashboard displays the Customer Experience Health of a sellers offers and customer comments that are meant to help sellers identify product and listing issues so they can take action to resolve problems.
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