This week, Kristen Hayer reviews: An article from HBR.org called Why Customer Loyalty Programs Can Backfire by Thomas Robertson and Paula Courtney.The past year has seen a major shift in our customer experiences. This article explores how some loyalty programs may actually worsen the experience.Season 2 will continue in a few weeks with a new book, Silos, Politics and Turf Wars, byPatrick Lencioni! While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.

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