10 CX Mistakes to Avoid

This page provides additional information for people who have read the eBook: 10 CX Mistakes to Avoid: Advice for Improving Your Customer Experience Efforts.

The eBook references a variety of Temkin Group research and blog posts. Here are links to many of those resources:

• eBook: 6 Laws Of Customer Experience
• State of CX Management, 2012
• 2012 Temkin Experience Ratings
• The ROI of Customer Experience
• Resources for Voice of the Customer Programs
• Employee Engagement Benchmark Study
• Three Characteristics Of Transformational Leaders
• What If Customer Experience Has No ROI?
• Stop Listening To Customers… Sometimes
• It’s Time For Text Analytics
• The Design Of Little Things
• Customer Engagement Phase Is Completely Neglected
• How Consumers Give Feedback, 2012
• Customer Experience Affects Attitudes And Behaviors

You can also sign-up for the CX Matters Monthly Journal.