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 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.

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