Customer Experience Matters

It’s hard to believe (at least for me) that I’ve been blogging for 2 years and that this is my 383rd post. Before I get too deep into this retrospective post, I want to send a big THANK YOU out to everyone who has been reading, commenting on, linking to, writing about, and passing along my blog.

I started blogging to raise the level and quality of discussions around topics that I am passionate about:

• Customer Experience
• Marketing/Branding
• Corporate Culture
• Leadership
• Managing through the recession

Hopefully I’ve made some headway on this goal!

Over the next week or so, I will list some of my favorite posts in each of those topic areas. Today, I’ll start by looking at my…

Favorite Customer Experience Posts

Walt Disney captured the essence of customer experience in this quote:

Do what you do so well that they will want to see it again and bring their friends

• The 6 Laws Of Customer Experience (7/22/08). If you do anything on my blog, make sure to download and read this free ”eBook.” It has become enormously popular and has been “syndicated” in many forms and languages by several organizations.
• Customer Experience Boosts Revenue (6/25/09). I built a model which projects the revenue increases from an improvement in customer experience across 12 industries.
• Forrester’s 2008 Customer Experience Rankings (12/15/08). Results from the second annual ranking of customer experience delivered by 100+ large US organizations.
• The Customer Experience Journey (9/18/08). This post is about one of my most popular 2008 research reports; it defines the five stages of customer experience maturity.
• Customer Experience Is The New Quality  (6/20/08). This post captures my basic philosophy about customer experience.
• Six Trends Reshape Voice Of The Customer Programs (3/8/09). Voice of the customer is a key area of customer experience, so companies need to adopt the leading practices.
• Don’t Confuse Customer Service With Customer Experience (3/24/09). This post provides my definition for customer experience and highlights the importance of customer service.
• My Closing Thoughts On Net Promoter (1/29/09). I’ve compiled my advice about the increasingly popular Net Promoter Score (NPS).
• Corporate Customer Experience Groups; To Do Or Not To Do? (9/20/08). This highlights my view about the role of a corporate customer experience executive and his/her related team.
• Lessons Learned From Chief Customer Officers (10/14/07). Advice for and from executives in charge of coportae customer experience efforts.
• My Manifesto: Great Customer Experience Is Free (9/11/07). Everything starts with a manifesto, here’s mine.
• Experience-Based Differentiation (6/17/07). This is the blueprint for customer experience excellence which drives my research; it won Forrester’s best research award.

The bottom line: Customer experience has come a long way in 2 years!