Mark Hurst writes about “A bank customer experience” he recently had. Enough to say that it lead him to close his account and open a new one at another bank. His example comes from to the offline world, but one can easily have the same experience online.
What he notes, and this is a very important point, is that the experience would be seen as highly successful by the usability experts, the branding executives, and the mass-marketers alike. But not by the customer experience folks (and certainly not by the customer).
This goes to show that our jobs as Web People (for lack of a better title) is much harder than may look at first sight. We have to keep track and know about many different areas, to be able to provide the right experience for our visitors.