The Best Of Customer Experience Matters, Volume #4

It’s been a while since I published one of these “Best Of” posts. I like to start these with a big thank you to everyone who has been reading, linking to, writing about, and passing along my blog…

This is my 250th post, and it’s been 100 posts since my last “Best Of” entry. Here’s a look back at some of the major themes in those posts:

The bottom line: If you enjoyed the first 250 posts, keep reading and tell your friends about this blog.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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

  1. Hi Bruce,
    I’ve been a Forrester client for some time and now also enjoy your blog. My perception is that most of the CxP studies cited (Forrester’s Q4 2007 Customer Experience Peer Research Panel Survey) and examples given are quite B2C focused. While the guiding principles may be the same for CxP whether B2B or B2C and an experienced Marketer can surely draw inferences and implications for B2B, it would be helpful to me if I were able to cite B2B stats and examples when making recommendations to my colleagues. I see your bio includes CxP”like” work at GE Power, perhaps you can draw on that experience and other B2B firms you have encountered in your work and provide a strictly B2B view?

    Many thanks!

  2. Marc: Thanks for your nice words.

    Doug: You’re right, my posts are much more oriented to the B2C world, since I spend most of my time working with companies in that area. Having said that, I started my career at Forrester running all of our B2B research, so I have a good sense of that space as well. I’ll post something in the near future that discusses B2B more directly. Thanks for the comment.

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