Customer Experience Reading List For Senior Execs

I get a lot of requests like: “my CEO is finally understanding the importance of customer experience, what should I give her to read.” Well, there’s a lot of great stuff around. But here’s a short list that I’d recommend from my blog:

  1. The 6 Laws Of Customer Experience. Every executive should understand these fundamental drivers of how organizations deliver customer experience.
  2. The Four Core Customer Experience Core Competencies. The path to customer-centricity requires mastering these four competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. The report also has a self-assessment tool.
  3. Profiling Customer Experience Leaders. This report uses survey data to showcase the differences between customer experience leaders and customer experience laggards.
  4. Improve “Purposeful Leadership” In 2011. Gain a deeper understanding of the role that leadership plays in transforming customer experience.
  5. The 8 Signs Of Executive Commitment. Gauge the commitment level of the executive team with this simple diagnostic.
  6. The Customer Experience Checklist Manifesto. Use this checklist of 8 items to make sure that 2011 investments will improve customer experience.
  7. My Customer Experience Manifesto Continues. Describes how customer experience improvement requires systemic change like the quality movement of the 1980s.
  8. 8 Customer Experience Trends For 2011. Read about the key trends that are changing customer experience landscape in 2011 and beyond.

If you can get your senior executives to spend 60 minutes reading through this material, then they should have a much better understanding about what it takes to build a more customer-centric organization. That seems like a good investment of their time!

The bottom line: Executives need to get up-to-speed on customer experience.

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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