2012 Research

eBook: 10 CX Mistakes to Avoid

June 2012

REE eBook: 10 CX Mistakes to Avoid: Advice for improving your customer experience efforts. This is a valuable guide for any organization that is undertaking or considering a customer experience (CX) transformation journey.

While good customer experience can build loyalty, not every effort to improve CX leads to success. We’ve worked with dozens of companies on their customer experience journeys and studied hundreds of other organizations. Through this work, we’ve identified 10 common mistakes that companies make along the way.

This eBook is written in simple language so that the lessons can be easily shared with all CX practitioners as well with other leaders across your organization. The goal of the eBook is to help your organization recognize these common mistakes before they become an issue within your company. We also provide detailed steps for avoiding them.

Can you get most of the information from the blog without buying the eBook? Sure, just follow the links below. We created the eBook as a self-contained educational resource on CX best practices. We added a “Forward” that provides context around CX by drawing upon data from The State of CX, 2012 and The ROI of CX.

Hopefully you will find this a valuable eBook to share within your organization, so we’ve created pricing that make it easy to share. You can purchase packages for sharing the eBook with 5, 10, 20, 50, or 100 people, and there’s even a package for sharing with an entire organization of any size.

Here are the posts on the Customer Experience Matters blog about each of the 10 CX mistakes to avoid:

  1. Faking Executive Commitment
  2. Over-Relying on Customer Surveys
  3. Neglecting Experience Design
  4. Treating All Customers the Same
  5. Un-Engaging New Customers
  6. Ignoring Employees
  7. Obsessing About Detractors
  8. Forgetting to Celebrate Success
  9. Falling in Love with a Metric
  10. Mapping Internal Touchpoints

FREE

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