My Top Blog Posts In Q3, 2009

Since I just posted about my top research reports in Q3, I decided to also look at my most-read blog posts during that same time. So here are my 20 top posts for Q3:

  1. Free Book: The 6 Laws Of Customer Experience
  2. LEGO’s Building Block For Good Experience
  3. Who is Bruce?
  4. Forrester’s 2008 Customer Experience Rankings
  5. Free Book: The 6 New Management Imperatives
  6. Experience-Based Differentiation
  7. 6 C’s Of Customer-Centric DNA
  8. Five Disruptive Customer Experience Strategies
  9. Ryanair’s Terrible Customer Experience Makes Sense
  10. Customer Experience Boosts Revenue
  11. Discussing Zappos’ Culture With Tony Hsieh
  12. The Customer Experience Journey
  13. 3 Leadership Lessons From Ted Kennedy
  14. My Manifesto: Great Customer Experience
  15. Consider Giving Customers Fewer Choices
  16. What Do Customers Want? Professor Kano Knows
  17. Six Trends Reshape Voice Of The Customer
  18. Customer Experience Correlates To Loyalty
  19. Are you listening to the voice of the customer
  20. Use Storytelling To Define Your Culture

The bottom line: It’s great to see so much demand for my 6 laws.

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:

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