On this week’s Reading for Success minisode, Kristen reviews an article titled “Why Customer Loyalty Programs Can Backfire” which is taken from a research report by Thomas Robertson and Paula Courtney and can be found in the May-June 2021 issue of Harvard Business Review. This article is about how members of customer loyalty programs often experience MORE service failures than customers who aren’t members, and what companies can do to resolve this problem. Enjoy!
Upcoming book announcement: The next book Kristen will be reviewing is Silos, Politics and Turf Wars by Patrick Lencioni. Look forward to the first episode of this book on June 9th!
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