Customer Experience News 136: CX Observation, CX Metrics, Bain Insights & Telstra

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX

Customer-Centric CX Metrics (3-4min)
Customer centricity champions Peter Fader and Sarah E. Toms write for CustomerThink on the dangers of using a single metric to represent all customers, and how correcting this common problem can make your CX strategy truly customer-centric.

Designing a CX Masterpiece (2-3min)
Using real-world examples, the team at Bain Insights share four key principles you can apply to the design of memorable, signature customer experiences, reliably delivered at scale.

In the News (2min)
From the AFR’s Media and Marketing pages, news that Telstra is set to launch a new loyalty program; one that rewards long time customers and those with multiple devices with more than simple discounts or value add from the existing Telstra Thanks rewards program.