eBook: 10 CX Mistakes to Avoid

FREE eBook: 10 CX Mistakes to Avoid: Advice for improving your customer experience efforts. This is a valuable guide for any organization that is undertaking or considering a customer experience (CX) transformation journey.

While good customer experience can build loyalty, not every effort to improve CX leads to success. We’ve worked with dozens of companies on their customer experience journeys and studied hundreds of other organizations. Through this work, we’ve identified 10 common mistakes that companies make along the way.

This eBook is written in simple language so that the lessons can be easily shared with all CX practitioners as well with other leaders across your organization. The goal of the eBook is to help your organization recognize these common mistakes before they become an issue within your company. We also provide detailed steps for avoiding them.

Can you get most of the information from the blog without buying the eBook? Sure, just follow the links below. We created the eBook as a self-contained educational resource on CX best practices. We added a “Forward” that provides context around CX by drawing upon data from The State of CX, 2012 and The ROI of CX.

Hopefully you will find this a valuable eBook to share within your organization, so we’ve created pricing that make it easy to share. You can purchase packages for sharing the eBook with 5, 10, 20, 50, or 100 people, and there’s even a package for sharing with an entire organization of any size.

Here are the posts about each of the 10 CX mistakes to avoid:

  1. Faking Executive Commitment
  2. Over-Relying on Customer Surveys
  3. Neglecting Experience Design
  4. Treating All Customers the Same
  5. Un-Engaging New Customers
  6. Ignoring Employees
  7. Obsessing About Detractors
  8. Forgetting to Celebrate Success
  9. Falling in Love with a Metric
  10. Mapping Internal Touchpoints

The bottom line: There’s no reason to repeat other people’s mistakes

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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin

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