5 Top Customer Service Articles For the Week of May 18, 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 Loyalty Is Flat. What Should Your CX Strategy Look Like Now? by Rachel Lane
(CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world. So how do we understand the real customer impact of COVID-19 and mitigate its potency, and how can we capitalize on opportunities that may be ahead?
My Comment: What happens when the loyal customer gets out of the habit of buying from you? We work hard to create loyalty, and repeat business is a part of that. The