The Best Of Customer Experience Matters, Volume #4

It’s been a while since I published one of these “Best Of” posts. I like to start these with a big thank you to everyone who has been reading, linking to, writing about, and passing along my blog… This is my 250th post, and it’s been 100 posts since my last “Best Of” entry. Here’s a look back at some of the major themes in those posts: The 6 Laws Of Customer Experience introduced fundamental principles like every interaction creates a personal reaction and employees do what is measures, incented, and celebrated. It’s been an enormous hit. Several thousand people have already downloaded my free book called The 6 Laws Of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers. The Customer Experience Journey talks about a new Forrester research report that describes five stages of maturity as... [read full story]