Looking Back At 2010 And The Top 25 Posts

Last year was full of changes for me. Most meaningfully, my father passed away in October and his older brother passed away in December. While I continue to mourn their loss, the memory of my dad’s resilience and sense of humor continue to be a source of strength for me.

2010 was also a big year for professional change, as I left Forrester Research and we founded Temkin Group. While the company has only been in business for about 1/2 year, it’s been great. We’re not only having a lot of fun, but we’ve been extremely lucky to have many great clients.

And (thanks to you) this blog continued to have strong readership last year. While it takes a lot of time to keep posting fresh material, I’m totally gratified by the number of people who read, and think about, my posts. Here are my 25 most-read posts from 2010:

1 Free eBook: The 6 Laws Of Customer Experience
2 LEGO’s Building Block For Good Experiences
3 The Four Customer Experience Core Competencies
4 Free eBook: The 6 New Management Imperatives
5 It’s All About Your Customer’s Journey
6 Experience-Based Differentiation
7 8 Customer Experience Megatrends
8 What Do Customers Want? Professor Kano Knows
9 The 8 Signs Of Executive Commitment
10 6 C’s Of Customer-Centric DNA
11 The Customer Experience Journey
12 8 Customer Experience Trends For 2011
13 The Current State Of Customer Experience
14 What The Heck Is Customer Experience?
15 McDonald’s Showcases Glocal Strategy
16 Are you listening to the voice of the customer?
17 The Customer Experience Checklist Manifesto
18 Market Research Needs Less Statistical Analysis
19 The State Of Customer Experience, 2010
20 Six Trends Reshape Voice Of The Customer Programs
21 Don’t Confuse Customer Service With Customer Experience
22 What If Customer Experience Has No ROI?
23 7 Keys To Customer Experience In 2010, Part 2
24 Introducing The 6 Laws Of Customer Experience
25 Ten Customer Experience Resolutions For 2010

The bottom line: Goodbye 2010, hello 2011!

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 (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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