5 Top Customer Service Articles For the Week of January 13, 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.
What Does it Take to Lose a Customer? by Anthony Cusumano
(CMSWire) Customer experience. It’s a term that meant little to organizations even 10 years ago, and even now might still elicit eye rolls from executives.
My Comment: The title of this article caught my attention. There are some good insights and ideas here, and after reading the article, you may think the title should have been, “What Does It Take to NOT Lose a Customer.” You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty.
4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick
(HubSpot) Customer relations should always be a