eBook: 10 CX Mistakes to Avoid

BuyDownload3You can purchase the eBook 10 CX Mistakes to Avoid: Advice for improving your customer experience efforts for $8.95. This is a valuable guide for any organization that is undertaking or considering a customer experience (CX) transformation journey.

While good customer experience can build loyalty, not every effort to improve CX leads to success. We’ve worked with dozens of companies on their customer experience journeys and studied hundreds of other organizations. Through this work, we’ve identified 10 common mistakes that companies make along the way.

This eBook is written in simple language so that the lessons can be easily shared with all CX practitioners as well with other leaders across your organization. The goal of the eBook is to help your organization recognize these common mistakes before they become an issue within your company. We also provide detailed steps for avoiding them.

Can you get most of the information from the blog without buying the eBook? Sure, just follow the links below. We created the eBook as a self-contained educational resource on CX best practices. We added a “Forward” that provides context around CX by drawing upon data from The State of CX, 2012 and The ROI of CX.

Hopefully you will find this a valuable eBook to share within your organization, so we’ve created pricing that make it easy to share. You can purchase packages for sharing the eBook with 5, 10, 20, 50, or 100 people, and there’s even a package for sharing with an entire organization of any size.

BuyDownload3Here are the posts about each of the 10 CX mistakes to avoid:

  1. Faking Executive Commitment
  2. Over-Relying on Customer Surveys
  3. Neglecting Experience Design
  4. Treating All Customers the Same
  5. Un-Engaging New Customers
  6. Ignoring Employees
  7. Obsessing About Detractors
  8. Forgetting to Celebrate Success
  9. Falling in Love with a Metric
  10. Mapping Internal Touchpoints

The bottom line: There’s no reason to repeat other people’s mistakes

About Bruce Temkin
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, marketing, interaction design, customer service, 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 chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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