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, by
Patrick 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.