Want a quick and high-impact way to transform your business in 2019? Focus on improving the customer experience. As in past years, I’ve collated the most read posts of the previous years. They’ll provide a good starting point to reinvigorate your thoughts, plans, and actions to improve the customer experience in 2019. Happy reading, and good luck!
I started tracking this information in 2013. Five articles made their debut on the Top 10 in 2018 – a testament to the importance of the customer experience (and refreshing content). The article on monopolies has made the list each year! (The number in parentheses shows how many years the article appeared on the annual Top 10 list.)
- Bad Bosses at Good Companies (5, at the top of the list each year since 2014) – Got a bad boss? Trying to decide whether to leave or not? Before you flip a coin to determine your fate, consider another factor – the company.
- To Improve Customer Success, Improve Employee Experience – Newcomer written in 2018 and a guest post by Carolyn Jenkins, CEO of Khorus!
- 3 Biggest Customer Experience Mistakes (2) – Another guest post, this one hasn’t cracked the Top 10 since 2015 – perhaps a sign that people are getting defensive and trying to avoid mistakes rather than place smart bets.
- Customer Service in a Monopoly (6) – Because monopolies lack the right market incentives to improve service – they won’t. Here’s what is needed.
- The Customer Care, Success, and Experience Continuum – Newcomer. Although people use the terms interchangeably, they are quite different and require different skill sets to deliver.
- Innovation vs. Regulation (or Uber vs. Taxis) – Newcomer. When you build a better mousetrap, people will buy it… unless they have a big stake in old mousetraps… then they get mad and go to court.
- Job Fit Critical for Employee Engagement (2) – People aren’t bad, but a poor job fit might make you think they are. Read this 2014 article to change your view of which people should and shouldn’t make the cut.
- Employee Engagement and Profit – Which Comes First? (5) – A Gallup study proves causality between engagement and profit. Net: we must invest in employees to reach your financial goals!
- Is the Service Recovery Paradox Real – Newcomer. Do customers really like your company better after you fix a screw-up? I wanted to see what the research said.
- Intentional Customer Experience (Part 2 of 2) – Another Newcomer to this list! Even though you may think you are selling a product, your customers are actually buying the whole ‘experience’. So don’t let it be an “accidental” experience.
Check out the Top 10 Lists from prior years.