Customer Experience News #39 Millennials, CX Lessons from Amazon & Disruptive Growth


Millennials and the Power of Good (5-6min)
There’s a great sense of optimism with Millennials and Gen Z, and with this attitude comes new expectations of how they connect with and experience brands. Holla CEO Alex Allwood has written previously on how brands must become purpose-led to create meaningful connections with Millennials. In this article for PSFK, authors of the new book Good is the New Cool, outline their 7 principles for creating meaningful experiences that are inspirational, educational or useful for this generation. 

8 CX Lessons from Amazon (4-5min)
Amazon’s commitment to customer-first is legendary and their approach to customer experience should be the benchmark for businesses. As Amazon continues to expand and innovate here are the company’s top CX strategies that have underpinned their performance over the past 22 years.  

Disruptive Growth and the Role of the CMO (2-3min)
New research from Accenture Strategy shows CMO’s are at the forefront of responsibility for driving disruptive growth. However, the research also points to a number of factors that are often inhibiting their capacity to do so. With CMO’s first in the firing line over growth performance the research suggests they should be doing more to ‘address disruptive growth head on’. 

Creating Customer Advocacy (3-4min)
If recommendation is one of the key outcomes from a well-designed customer experience, then the ‘Customer Happiness’ team for dog walking app Wag! have clearly nailed it. This article outlines how Wag! is meeting customers’ unmet needs and in the process is creating advocates for the brand.  

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