Setting Your 2010 Customer Experience Agenda

Hopefully, some of my customer experience resolutions will make it on on to your 2010 agenda. If so, here are a few posts that should help:

  • Areas to focus on in 2010:
  • 7 Keys To Customer Experience In 2010, Part 2
  • Rate Your Customer Experience Skills With The EBD Self-Test
  • Fundamentals of customer experience:
  • Free Book: The 6 Laws Of Customer Experience
  • My Manifesto: Great Customer Experience is Free
  • What The Heck Is Customer Experience?
  • Blueprint for customer experience excellence:
  • Experience-Based Differentiation 
  • Phases of customer experience maturity
  • The Customer Experience Journey 
  • The ROI of customer experience:
  • Customer Experience Boosts Revenue 
  • Embracing the voice of the customer:
  • 16 Voice Of The Customer Recommendations
  • Six Trends Reshape Voice Of The Customer 
  • Building a customer-centric culture:
  • 6 C’s Of Customer-Centric DNA
  • Management Imperative #1: Invest In Culture As A Corporate Asset
  • Capitalizing on customer service:
  • Five Wishes For Customer Service In 2010
  • Customer Service Attracts Loyal Customers
  • With Customer Service, CARES Beats ACES
  • Using centralized customer experience groups:
  • Corporate Customer Experience Groups; To Do Or Not To Do?
  • Chief Customer Officer: To Do, Or Not To Do? 
  • Developing executive commitment:
  • The 8 Signs Of Executive Commitment
  • Free Book: The 6 New Management Imperatives
  • The bottom line: Good luck with customer experience in 2010!

    Written by 

    I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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