THE QUICKBITE

Customer Experience News 189: Customer Care Fail, Customers Want Back-to-Basics and Employee Journeys the Key to EX Success

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Management, CX Strategy, EMPATHY, QUICKBITE

In the News – Boutique Bank’s Customer Care Fail (2min)
At a time when empathy, transparency, communication and care for customers are the hallmarks of genuine customer-first companies, ASIC has lashed ME Bank for it’s ‘conscious decision’ to keep customers in the dark over changes to it’s redraw policy and it’s failure to engage with the regulator in addressing the problem.

Customers Now Want Back-to-Basics (2min)
Based on analysis of customer experience related Facebook data both pre and during the COVID-19 period, new research from KPMG identifies some of the changing customer expectations Australian businesses will have to meet as we emerge from the crisis.

Employee Journeys Key to EX Success (4min)
A timely piece from the Qualtrics XM Institute on how important it is for organisations to understand the employee journey when seeking to improve workplace experiences. The article identifies the three shifts in company mindsets and actions necessary for EX success and explains how these can be implemented across the employee journey.