Customer Experience News 126: Customer Lifetime Value, CX Excellence Index & 7-Eleven

Alex Allwood ALEX ALLWOOD, Customer Experience News, Customer-Centric, CX, CX Leadership

Finding Value in Every Customer (4-5min)
The Wharton School’s Peter Fader and Sarah Toms discuss their latest book, The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value, and explain the importance to business of taking a customer-centric approach to every customer.

Why CX Leaders Falter (2-3min)
In news from the UK, KPMG Nunwood’s annual Customer Experience Excellence Index lists the UK’s top 100 CX brands, and reveals that even the best of them are failing to keep up with their customers’ rapidly evolving expectations.

7-Eleven Jumps the Queue (2-3min)
With US consumers spending an estimated 30 billion hours waiting in line even convenience store operator 7-Eleven has jumped on the mobile scan-and-go bandwagon in an effort to ‘disrupt and redefine convenience’ for customers.

Making Elections Customer-Centric (2min)
Because Donald Trump has made the US mid-term elections big news in Australia we went looking for a CX angle – and we found one.