Customer Experience Remains Hot In Q1

Today is the first day of Q2 (and April Fool’s Day, but I decided not to pull any pranks). As usual, I like to look back for a brief moment before I charge ahead into the new quarter.

In Q1, I continued to see strong demand from large companies looking for advice and guidance on how to accelerate their customer experience efforts. After doing the most consulting of any analyst at Forrester in 2009, I will likely be at or near the top once again in Q1.

It was also a great three months for readership. I was once again the most-read analyst at Forrester — for the 13th consecutive quarter. The number of client-views of my research for the past 90 days on was 70% higher than the #2 analyst on the list. It’s great to see that so many Forrester clients are following my research!

As P. L. Travers said:

A writer is, after all, only half his book. The other half is the reader and from the reader the writer learns

I find it interesting to look at what people are reading. So here are my research reports with the highest readership in Q1:

  1. The Customer Experience Index, 2010
  2. Mapping The Customer Journey
  3. The State Of Customer Experience, 2010
  4. Customer Experience Index 2010: Banks
  5. Rating Customer Service Experiences, 2010
  6. Experiences Across The Customer Life Cycle
  7. Consumers’ Likelihood To Recommend 133 Firms
  8. Customer Experience Index 2010: Retail
  9. Sixteen Voice Of The Customer Recommendations
  10. Crafting Your Voice Of The Customer Program
  11. Customer Experience Index 2010: Insurance Providers
  12. Customer Experience Boosts Revenue
  13. Voice Of The Customer: The Next Generation
  14. The State Of Customer Experience, 2009
  15. The Customer Experience Journey

Here are my 15 most-read blog posts for Q1:

  1. Forrester’s 2010 Customer Experience Rankings
  2. Free eBook: The 6 Laws Of Customer Experience
  3. LEGO’s Building Block For Good Experience
  4. Who is Bruce?
  5. Forrester’s 2008 Customer Experience Rankings
  6. Ten Customer Experience Resolutions For 2010
  7. 7 Keys To Customer Experience In 2010, Part 2
  8. The State Of Customer Experience, 2010
  9. The Customer Experience Checklist Manifesto
  10. Experience-Based Differentiation
  11. Free Book: The 6 New Management Imperatives
  12. 6 C’s Of Customer-Centric DNA
  13. The Customer Experience Journey
  14. Six Trends Reshape Voice Of The Customer
  15. Happy Employees Create Better Customer Experience

The bottom line: Customer experience remains a very hot topic!

About Bruce Temkin, CCXP
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 these 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.

4 Responses to Customer Experience Remains Hot In Q1

  1. John Ely says:

    Darn, I was looking for my first prank of the day! Seriously, congrats Bruce on being the #1 read analyst…it’s all about relevance and I find more usuable information/ideas here than any other CE blog (no foolin’)!


  2. Mindshare says:

    Congrats on being the most read Forrester Analyist for yet another quarter. That’s fantastic! Excited for more to come.

  3. Pingback: Chicken or the egg: Building profitability or focusing on customer experience

  4. Colin SHaw says:

    Bruce well done. Great stuff. I would agree with you overriding conclusions. Our web site stats show a similar growth. Last year was the best year (financially) that we have ever had! Ironic in the midst of a recession.

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