Top 25 Customer Experience Matters Posts in 2016

It’s always interesting to see what people are reading, so I periodically share a list of our most popular posts. Below is a word cloud made from the titles of the 25 most-read posts from Customer Experience Matters in 2016. As you can see, there was a lot of interest in Net Promoter Score, infographics, and emotion.1612_top25postswordcloud

Here are the 25 most-read posts:

1

Report: Net Promoter Score Benchmark Study, 2015 (note: there is an updated version)

2

ROI of Customer Experience (Infographic)

3

11 Customer Experience Trends for 2016 (The Year of Emotion)

4

Report: 2016 Temkin Experience Ratings

5

Seven Steps for Developing Customer Journey Maps

6

Emotion: The Missing Link in Customer Experience (Video)

7

CX for Smarties, A Beginner’s Guide to Customer Experience

8

Intensify Emotion: Positive Feelings Create Loyal Customers

9

Customer Experience: The Path From Fluff to Tough (Infographic)

10

Net Promoter Score and Market Share For 60 Tech Vendors

11

15 Customer Experience Factoids From 2015 (Infographic)

12

What Is The Perfect Customer Experience?

13

Five Questions That Drive Customer Journey Thinking

14

Report: ROI of Customer Experience, 2015

15

Don’t Confuse Customer Service With Customer Experience

16

Customer Experience Needs More Emotion (Infographic)

17

With Customer Service, CARES Beats ACES

18

The Ultimate Customer Experience Infographic, 2015

19

Free eBook: The 6 Laws Of Customer Experience

20

Report: The Four Customer Experience Core Competencies

21

2015 Customer Experience Excellence Awards

22

Report: Net Promoter Score Benchmark Study, 2016

23

9 Recommendations For Net Promoter Score (NPS)

24

My Latest 9 Recommendations For NPS

25

Report: Economics of Net Promoter Score, 2016

The bottom line: I hope you enjoyed our 2016 posts, and find even more value in 2017!

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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