20 Most Popular CX Matters Posts in 2013

As 2013 comes to a close, I looked at the readership stats for the previous year. Here are the 20 most-read posts from 2013:

  1. Free eBook: The 6 Laws Of Customer Experience
  2. Seven Steps for Developing Customer Journey Maps
  3. 13 Customer Experience Trends to Watch in 2013
  4. Report: 2013 Temkin Experience Ratings
  5. LEGO’s Building Block For Good Experiences
  6. Report: Net Promoter Score Benchmark Study, 2012
  7. 50 CX Tips: Simple Ideas, Powerful Results
  8. The Ultimate Customer Experience Infographic
  9. USAA and State Farm Lead Insurance Industry in 2013 Temkin Experience Ratings
  10. 9 Recommendations For Net Promoter Score (NPS)
  11. Report: 2012 Temkin Experience Ratings
  12. Net Promoter Score and Market Share For 60 Tech Vendors
  13. Don’t Confuse Customer Service With Customer Experience
  14. Report: The Four Customer Experience Core Competencies
  15. Report: Best Practices in B2B Customer Experience
  16. Report: The Economics of Net Promoter
  17. Customer Experience Reading List for Execs
  18. Employee Engagement Lessons From Southwest Airlines
  19. Report: The Five I’s of Employee Engagement
  20. USAA On Top (Again) in 2013 Temkin Trust Ratings

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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