Comments
5 Tools to Identify Gaps in Your Customer Experience Strategy
Newest First  |  Oldest First  |  Threaded View
Kelly22
50%
50%
Kelly22,
User Rank: Author
6/27/2014 | 6:35:39 PM
re: 5 Tools to Identify Gaps in Your Customer Experience Strategy
I like how you used companies in other industries to illustrate these lessons; I think many could serve as inspiration for those in financial services. Fully understanding the customer really is critical and it's something many of these points relate to.

As for Barnes & Noble, I think Hagen made a good point - it heavily relied on its physical footprint to attract customers, while many potential Nook customers were online (where competitor Kindle was being promoted). Focusing on a target market, and implementing a stronger strategy, may have helped.
KBurger
50%
50%
KBurger,
User Rank: Author
6/27/2014 | 4:57:17 PM
re: 5 Tools to Identify Gaps in Your Customer Experience Strategy
The Barnes & Noble reference is timely, since the company confirmed this week it is spinning off its Nook operation. Does that mean they are throwing up their hands and viewing Nook as different from "regular" book selling? Or some tacit acknowledgement that they don't have it right overall and can somehow start fresh with Nook? Regardless, good lessons for banks here, especially the need to align all parts of the business around a digital strategy.


Register for Bank Systems & Technology Newsletters
White Papers
Current Issue
Bank Systems & Technology
BS&T's 2014 Elite 8 executives are leading their banks to success, whether it involves leveraging the cloud, modernizing core systems, or transforming into digital enterprises.
Slideshows
Video
Bank Systems & Technology Radio
Archived Audio Interviews
Join Bank Systems & Technology Associate Editor Bryan Yurcan, and guests Karen Massey and Jerry Silva from IDC Financial Insights, for a conversation about the firm's 11th annual FinTech rankings.