20 Most Popular Customer Experience Matters Posts in 2014

As the year comes to an end, it’s always interesting to look at what people have been reading. Here are the 20 posts that were read by the most people in 2014 (in alphabetical order). As I’ve noted in parenthesis, some of these posts were written in previous years.

14 Customer Experience Trends for 2014 (The Year of Empathy)
2014 Temkin Experience Ratings
9 Recommendations For Net Promoter Score (NPS) (2011)
Don’t Confuse Customer Service With Customer Experience (2009)
Five Questions That Drive Customer Journey Thinking
Free eBook: People-Centric Experience Design
Free eBook: The 6 Laws Of Customer Experience (2008)
Infographic: The Six Laws of Customer Experience
LEGO’s Building Block For Good Experiences (2009)
Net Promoter Score and Market Share For 60 Tech Vendors (2012)
Report: Net Promoter Score Benchmark Study, 2013 (2013)
[note: See updated NPS benchmark from 2014]
Report: ROI of Customer Experience, 2014
Report: The Four Customer Experience Core Competencies (2013)
Report: What Happens After a Good or Bad Experience, 2014
Seven Steps for Developing Customer Journey Maps (2013)
The Six Laws of Customer Experience (Video)
The Ultimate Customer Experience Infographic, 2014
USAA and Amazon Top 2014 Temkin Customer Service Ratings
What Is The Perfect Customer Experience? (2008)
Why Net Promoter Score May Not Align With Business Results

The bottom line: People read a lot of CX content in 2014.

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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