I was a busy blogger last year, with more than 140 posts in 2012. While I enjoyed writing all of my them, here are 15 that I enjoyed a little bit more than the rest:
- 10 CX Mistakes to Avoid. I enjoyed pulling together all of these importent lessons for improving CX efforts.
- My Manifesto: Great Customer Experience Is Free. This “repost” captures my core views on customer experience.
- Report: The ROI of Customer Experience. It’s very fulfilling to find a clear connection between CX and loyalty through analysis of large-scale data.
- Temkin Group Welcomes New CX Analyst, Aimee Lucas. I was thrilled to write this one, because Aimee is a fantastic addition to the team.
- Seven Reasons Why CX Will Thrive, Not Die. I wanted to contribute to a very important discussion started by Colin Shaw.
- The Excellent Economics Of Service Recovery. It was great to objectively demonstrate the importance of service recovery.
- Report: CX Needs More HR Focus on Employee Engagement. I enjoyed this unique research that examines CX through the eyes of HR professionals.
- Net Promoter Scores For Obama And Romney. It was fun applying CX principles to the election.
- Great Patient Experience Is Free. I really enjoyed commenting on an article by Dr. Atul Gawande.
- Report: The Future of Customer Experience. I had been thinking about this research for a long while and was very happy to finally chart the path of CX.
- What Drives Net Promoter Scores (NPS) in IT? I enjoy unexpected findings such as relationships being more important than products for IT professionals.
- Debriefing the CXPA Members Insight Exchange. This was an awesome event, so I had fun writing about it.
- Off Topic: My Message to Graduates. While this post has nothing to do with CX, I enjoyed writing my advice in this hypothetical speech.
- Temkin Experience Ratings Spotlight: USAA. This company tops many of our ratings, so I always enjoy speaking with USAA’s CX leader Wayne Peacock.
- Analytics from Mark Cuban to Text Mining. I wrote about a sports analytics conference that I attended with my son; enough said.
The bottom line: I hope that you enjoyed my 2012 posts