<!-------- HUGE RANT ------------------->
Google loves the big brand ecommerce sites like Amazon.com and WalMart.com and many of the others that you see at TopSERPs.
They can place one CheapAss widget on their site and that one page will outrank a specialty retailer who has a huge website with a huge assortment of those same specialty widgets and a Bible of content about them... and who provides full customer support for his customers (and everyone else on the planet).
These big brands have huge failing.... They don't do customer service. They skimp on that - meaning they don't want to pay staff to do it - and sluff that expensive work off to mom and pop who owns the specialty site that ranks below BigBrand.com.
What do you do when you have a technical question about a product on Amazon? Can you call them or one of their third-party sellers? Can you email them or one of their third-party sellers? I bet that you can't and if you can I bet that you have a really hard time getting their contact information. Then, if by some miracle you get a human on the phone will they be able to give you the dimensions of the product? Can they answer other technical questions. I bet they can't.
After you get the product and encounter a problem or have a question can you call them for help? Again you are lucky to find their number and again if you get a human on the phone will they be able to answer your technical question about using the product. I bet they can't most of the time. The people on their telephones don't know much about your product unless they have one at home.
With this crap "service" I think that google should stop ranking them so high in the SERPs. Even the sites that offer a forum or an email form... there are a lot of customers who want to talk to a human. A lot of customers will tell me... "I asked this question at five websites and you are the only one who replied" with an intelligent answer.
My customer service EXPENSE has become a PROFIT CENTER for Amazon.
I am tired of doing expensive customer service for Amazon and WalMart and their third party sellers and seeing their website above me. I am tired of getting email messages from people who say... "I want to purchase a Technical Green Widget or a Technical Red Widget and need advice on which one to buy.".... Then after you spend 30 minutes on the phone with them they are probably off to Amazon.com to make a purchase.... then after they purchase they can't get in touch with Amazon.com so they call you or email and say.... "I purchased this Technical Green Gadget from Amazon.com and I need help with it.".... because they can't talk to a human at Amazon.com and if they get a human then don't know anything about the product. People tell me.... "I called BigBrand.com where I bought it and the person didn't know anything about it". or... "they don't have a phone number".
I am sure that I am not the only ecommerce retailer who has these complaints. Brick and mortar retailers complain about this too.
I just don't think that Google should rank these big brand websites at the top of search when they sluff their costly customer service off onto mom & pop or B&M.
I don't know how Google would be able to assess customer service in a way that they could scale and use to rank websites.
Are you doing customer service that should be done by Amazon.com? Do you have any ideas for how Google could use customer service to rank websites?
Finally.... Amazon does not allow you to give feed back about THEIR customer service that is visible to visitors. Amazon allows you to give feedback about products and they allow you to give feedback about third party sellers. But, you can not give feedback that will be visible to the public about how Amazon performed when they fill your order. If you don't believe me go to Amazon and try to rate "fulfilled by Amazon purchases". You can't do it. More info on that here. That is because Amazon often does a crappy job and they are afraid to be compared with their third party sellers. They want to hide their poor performance but allow the public to report their third party sellers, many of whom perform better than amazon.
Amazon.com should be teflon.com. S hit does'nt stick to them.... They sluff their customer service onto mom & pop and B&M and you can't rate them when they mess up your order or cancel your items on the day they were supposed to be delivered.
Really.... I guess you can't rate their customer service when they don't have any.
Edited by EGOL, 02 April 2014 - 03:22 PM.