Top 25 Posts On CX Matters From 2011

I looked back at the popularity of my blog posts last year. Here are the 25 blog posts that had the most readership in 2011:

  1. Free eBook: The 6 Laws Of Customer Experience
  2. Report: The Customer Experience-Loyalty Connection
  3. The 2011 Temkin Experience Ratings
  4. The Four Customer Experience Core Competencies
  5. 8 Customer Experience Trends For 2011
  6. Don’t Confuse Customer Service With Customer Experience
  7. Customer Experience Lessons From Steve Jobs
  8. New Report: Voice Of The Customer Programs Grow Up
  9. 9 Recommendations For Net Promoter Score (NPS)
  10. What The Heck Is Customer Experience?
  11. 6 C’s Of Customer-Centric DNA
  12. 10 Customer Experience Resolutions For 2011
  13. NetFlix Ends Email Support; Tries Another Disruptive Strategy
  14. What Do Customers Want? Professor Kano Knows
  15. Free eBook: The 6 New Management Imperatives
  16. New Report: The State Of Customer Experience Management, 2011
  17. McDonald’s Showcases Glocal Strategy
  18. New Report: How Consumers Give Feedback
  19. 6 Ds For Voice Of The Customer Programs
  20. The 6 Levels Of Proactive Support
  21. New Report: Customer Experience Accelerates In 2011
  22. Introducing The 6 Laws Of Customer Experience
  23. Amazon’s Jeff Bezos Is Obsessed
  24. Are you listening to the voice of the customer?
  25. Report: State Of Voice Of The Customer Programs, 2011

The bottom line: I hope you enjoy these popular posts!

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.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.