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.

Use Amazon’s Practice of “Working Backwards” to Completely Transform How You Work by Justin Bariso

(Thrive Global) Learn how the process works and how it can help you and your business.

My Comment: Okay… I promise this is my last article mentioning Amazon for this week, but I love this premise. According to the author, Amazon’s strategy is to think backward. According to Amazon’s Ian McAllister, working backward begins by “[trying] to work backward from the customer, rather than starting with an idea for a product and trying to bolt customers onto it.” In other words, start with the end in mind. This works for virtually any business.

2020 Predictions For Marketing And Customer Experience by Mark Floisand

(Forbes) Working as chief marketing officer of an AI-based business and marketing solutions company, I have a unique viewpoint of the marketing industry and the evolutions taking place, which has led me to make the following predictions for the year ahead.

My Comment: We’re almost to the end of February and there are still articles coming out with predictions for 2020. Personally, I like them – and especially this article. Everything from privacy to technology to personalization and more is covered in this article. There’s even an interesting prediction about how this year’s elections are changing the way customers think about how they like doing business with a company.

Customers Flock To Brands That Display Exceptional Customer Service by Athina Mallis

(WHICH-50) The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study captured and compared the attitudes of 2550 consumers in the US, UK and Australia. The report confirms the importance of customer service on the companies’ bottom line.

My Comment: It should come as no surprise that people like doing business with the companies and retailers that treat them right – as in good customer service. This article pulls some of the compelling stats and facts from the Nice inContact Customer Experience Transformation Benchmark study. Worth a quick read and you may want to consider downloading the full report.