Customer Experience News #49 Smashing Silos, Amazon Wins Again, Loyalty & the CX Delivery Gap

David Thompson

Smash Your Silos! (4-5min)
Digging a little deeper into CX in the banking sector and one of the big challenges facing many large, organisations, is how to deliver a seamless, end-to-end experience for customers. Based on analysis of the recent “Improving Customer Experience in Banking” report, this article outlines six key insights into the implementation of successful, whole of business customer experience programs. 


Winners are Grinners (8-9min)
If you’re looking for Customer Experience inspiration there’s plenty to be had in this extended article from Fast Company, explaining in detail why Amazon has again topped their list of the world’s most innovative companies. And what motivates Amazon’s obsession with innovation? As Jeff Bezos says, “Our customers are loyal to us right up until the second somebody offers them a better service.”

5 Steps to Loyalty (3-4min)
A new Accenture Strategy report into customer loyalty has found that 79% of Australian consumers are withdrawing loyalty more quickly than they did three years ago. With the majority of customers also claiming that loyalty programs fail to engender loyalty, the report identifies 5 key steps to winning, and keeping, your customers.

Missing the Mark – The CX Delivery Gap (3-4min)
Whilst many companies believe they deliver superior customer experiences, their customers often don’t feel the same. This article from Customer Think outlines the three elements every Customer Experience program needs to close the delivery gap that exists between an organisation’s CX aspiration and reality.

About the Author

David Thompson

David is a highly experienced Client Director focused on developing and nurturing strong agency/client relationships. He contributes strategic value to the planning process and ensures alignment with project objectives.

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