5 Top Customer Service Articles for the Week of September 9, 2019

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.
When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss
(Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect.
My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs. This makes a great point, that when the perks go away, the customer may go away. My take on this is that loyalty programs are actually marketing programs. Most drive repeat business. Nothing wrong with that, but don’t confuse repeat business with true loyalty.
The Pros And Cons Of Instituting A Customer Loyalty Program by Jim