Q&A: Zappos' Jane Judd On Customer Loyalty

E-CONSULTANCY.COM — Zappos has built up a reputation for excellent customer service, and owes much of its success to this. The fact that 75% of its business comes from repeat customers provides convincing evidence of its importance. I've been asking Jane Judd, who is the senio manager of Zappos' Customer Loyalty Team, and was one of the keynote speakers at the recent Internet Retailing conference, about the company's approach...