Amazon: How Leadership Managed and Communicated the Pandemic

Crisis Management
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Crisis Management
Crisis
Coronavirus has hit every organization in the world, including Amazon. Amazon faced several challenges like lack of customers’ demands, labor crisis, and strict scrutiny and regulations from lawmakers and workers’ rights groups. Its supply chain was also impacted negatively, which led to delayed deliveries and out-of-stock notifications (Palmer, 2020).
How Leadership Managed and Communicated the Situation
The coronavirus pandemic was a huge test for Amazon, and the company passed with flying colors. Although the crisis caused a temporary slowdown in sales, Amazon managed to keep its customers and employees safe, and it came out of the crisis stronger than ever. It demonstrates its ability to handle large-scale crises and its commitment to customer safety. The company contacted several billion suppliers worldwide and started delivering products to customers from every corner of the world (Rapp & Harty, 2021). Although the flights were closed during the pandemic, Amazon contacted local retailers in each region and ensured that they had standardized products and services to offer to local customers. The company has given over $500 million to employees as a bonus in the first month of the pandemic (Day One Staff, 2020). The company also announced sick pay for workers having COVID-19 during quarantine.
The company’s ability to maintain customer trust during a difficult time was critical, and its success helped reassure customers that Amazon is a reliable and safe company to do business with. The company also provided more time for customers to return items and encouraged contactless delivery to keep customers safe. The company also adjusted the shopping h...