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 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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