5 Top Customer Service Articles For the Week of October 5, 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.
Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak
(Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery phase.
My Comment: Just when you may have thought you understood your customers’ buying patterns, along comes COVID-19, disrupting everything we had learned about our customers over the years. Now they have an entirely different pattern and behavior. Time to pay attention and meet your customers where they are. You must adapt to the new way of doing business. They already have, not because they wanted to,