5 Top Customer Service Articles For the Week of February 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy
(Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion.
My Comment: What drives loyalty? Is it a loyalty program with incentives to come back? Or, is it the experience? At Zappos it’s simple… It’s the experience. Easy to do business with, fast delivery and easy returns. The experience is a big part of their marketing.
The Next Big Thing in Customer Experience: Frictionless Returns by Poornima Apte
(SmarterCX) The Amazon-Kohl’s partnership exemplifies the next frontier in eCommerce where retailer attention is shifting to returns as a way of delivering an outstanding