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 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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