Bruce Temkin continues with his brilliant analysis of Forrester’s 2010 Customer Experience Index (CxPi).
This time he has split the report by banks, examining 13 banks out of the 133 organizations covered. Unsurprisingly, banks had a bad year. In times of economic hardship, when customers are relying on banks the most – they were delivered the worst possible customer experience. Unfortunately for a number of Customer Service managers in these organisations, there was little they could do due to following the strictest of policies.
However, is this not something that all of us as Customer Experience Strategists should be planning for? When the worst situation occurs, whats your plan for your organisations customer experience? Will you let your customer service fall down your priorities, lose your customers and have to start the whole cycle of acquisition and retention again? Or will you implement great customer experience now, protect yourself for future disasters and survive the worst due to your great customer loyalty?
It will be interesting to look back on this list in 2, 5 or 10 years and see how many of these organisations are still around.
Have a look at the Experience Matters blog to see the full table.
By Colin Shaw | Published: February 5, 2010