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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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