The Best Of Customer Experience Matters, Volume #2

It’s hard to believe, but this is my 100th post. So let me start with a big thank you to everyone who has been reading, linking to, writing about, and passing along my blog…


As I did on my 50th post (The Best Of Customer Experience Matters, Volume #1), I decided to mark this milestone with a retrospective of my last 50 entries. So here’s a look back at the major themes in those posts:

The bottom line: I hope that you’ve enjoyed the first 100!

P.S. Don’t forget to read The Best Of Customer Experience Matters, Volume #1

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

4 thoughts on “The Best Of Customer Experience Matters, Volume #2”

  1. The content is great. Do you know of any writeup for User Experience in the government sector. Particularly citizen experience for govt services.

  2. Sarji: I haven’t written anything specifically on citizen experience in a while. The last thing I wrote was “State Motor Vehicle Sites Fail On Usability” in August 2004 in which I applied our Web Site Review methodology to the motor vehicle department Web sites of five states: California, Florida, Illinois, New York, and Texas. All of the sites failed our usability test.

    The basic principles of good customer experience, however, are equally valid in a government/citizen environment.

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