Playing the Egg game - increased value in the customer experience

John Jennick and Gary Schwartz

Internet bank, Egg, says its aim is to differentiate itself from other banks by helping consumers make informed choices about money.

Playing the Egg game – increased value in the customer experience

John JennickCustomer Experience and Action, Egg, United Kingdom

Gary SchwartzFIRM, United Kingdom

INTRODUCTION

This paper describes how Egg measures the customer experience across key moments of truth in the customer lifecycle. The authors demonstrate the correlation of agreement with value statements to customer satisfaction within key business functions and Egg contact centres, and how this translates to increased value to Egg's business.

EGG BRAND VALUES AND THE EGG GAME

From its launch in 1998, Egg has always been slightly different from other banks. Its brand values are...

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