20 Most Popular CX Matters Posts in 2013

As 2013 comes to a close, I looked at the readership stats for the previous year. Here are the 20 most-read posts from 2013:

  1. Free eBook: The 6 Laws Of Customer Experience
  2. Seven Steps for Developing Customer Journey Maps
  3. 13 Customer Experience Trends to Watch in 2013
  4. Report: 2013 Temkin Experience Ratings
  5. LEGO’s Building Block For Good Experiences
  6. Report: Net Promoter Score Benchmark Study, 2012
  7. 50 CX Tips: Simple Ideas, Powerful Results
  8. The Ultimate Customer Experience Infographic
  9. USAA and State Farm Lead Insurance Industry in 2013 Temkin Experience Ratings
  10. 9 Recommendations For Net Promoter Score (NPS)
  11. Report: 2012 Temkin Experience Ratings
  12. Net Promoter Score and Market Share For 60 Tech Vendors
  13. Don’t Confuse Customer Service With Customer Experience
  14. Report: The Four Customer Experience Core Competencies
  15. Report: Best Practices in B2B Customer Experience
  16. Report: The Economics of Net Promoter
  17. Customer Experience Reading List for Execs
  18. Employee Engagement Lessons From Southwest Airlines
  19. Report: The Five I’s of Employee Engagement
  20. USAA On Top (Again) in 2013 Temkin Trust Ratings

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.

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