5 Top Customer Service Articles For the Week of April 20, 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.
Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller
(Washington University in St. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. Louis researchers have found. And when the U.S. economy edges closer to normal following the global coronavirus pandemic, such programs may be a method to help businesses get back on their feet.
My Comment: I’ve always said that many loyalty programs are often marketing programs, where repeat purchases earn points or free merchandise. A research team at Washington University Business School came out with some interesting research about how just being part of a simple loyalty or rewards program, drives