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15 essential customer experience articles and resources

| November 2, 2015
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Customer experience is the buzzword on the tip of everyone’s tongue, and at the center of business strategies for leading companies. Yet delving into the universe of CX can be a bit overwhelming if you don’t know where to start. If you’re a champion of the customer in your organization, and you’d like to learn more about CX, then today’s your lucky day. We’ve curated 15 of the top articles and resources to help keep you at the top of your CX game. Dig in and enjoy!

Understanding CX

What is Customer Experience?

Just about everyone has heard of customer experience and knows it’s important for a business to thrive. But not everyone really understands what it means. This short video provides a clear, simple explanation, that can help you get everyone on your team excited about CX.

Understanding Customer Experience

Harvard Business Review saw the value in customer experience well ahead of the trend. This 2007 article takes a deep dive into all things customer experience and uncovers some of the challenges many organizations still face today.

The CX Pyramid: Why Most Customer Experience Efforts Fail

Getting CX right isn’t easy. Many organizations strive to provide excellent CX, but few feel they achieve it. This article takes a look at why many organizations fail with their CX initiatives, and what you can do to change the trend at your company.

The Truth About Customer Experience

Another great piece from Harvard Business Review. This article takes a look at how understanding the customer journey has become the key to good CX.

The Consumer Decision Journey

Your customers’ decisions will make or break your bottom line. This article examines how customers make their decisions, and how marketers can better adjust their strategies to help influence those decisions.

Customer Experience Beings Before the Sale

Customer experience is often defined as the “sum” of a customer’s experience with a product or brand. This article takes a different perspective and suggests that good CX actually begins well before a sale is totaled up.

Lessons from the Leading Edge of Customer Experience Management

In an effort to better understand the challenges businesses face with customer experience, Harvard Business Review polled over 400 executives to get their insights, strategies, and best practices. This article shares what they discovered.

CX by the numbers

Are High Satisfaction Scores Distracting You from Valuable Customer Feedback?

Getting feedback from your customers is crucial. But are you getting the right feedback? Many organizations look to customer satisfaction scores as a way to plan their CX initiatives, focusing on low scoring areas. But your happiest customers are also an important component of your CX strategy.

Manage What Matters

Peter Drucker, the infamous management consultant, once said, “What gets measured, gets managed.” This article will help you distinguish what matters—and what doesn’t—when it comes to measuring the success of your CX strategy.

32 Customer Experience Measurements Every Bold Leader Should Know

Data is everywhere. If you have a question, there’s a set of data out there that will answer it. But with so much data available, it can be difficult to know what questions to ask, or what answers are meaningful to your business. Keep these 32 benchmarks in mind for your CX strategy.

The Value of Customer Experience, Quantified

Quantifying the ROI of good customer experience can be a challenge. This article takes a look at two different companies to see how great customer experience impacts their bottom line.

How to Improve Your CX

7 Steps to Deliver Better Customer Experiences

Knowing your organization needs to improve its customer experience is one thing. Actually doing it is another. Try these seven steps to get moving in the right, customer-friendly, direction.

13 Tough Questions to Skyrocket Customer Experience Improvement

If getting CX right was easy, we wouldn’t need articles like these. If you’re ready to get tough and tackle your customer experience challenges head-on, read this now.

3 Fundamentals of Better Customer Experiences

If you want to excel at something, start with the fundamentals, right? This article gets right to the point, with three fundamentals you need to improve your customer’s experience.

The No-Nonsense Guide to Mapping the Customer Journey

One of the best ways to learn more about your customers is to follow the journey of their experience with your brand. Never done one before? No problem. This article (from us!) will guide you through the journey mapping process with ease.