Quality Customer Experience content that’s worth reading.
Make some tea, clear your schedule and binge-read these, or savour one a day during your morning reading – up to you.
The Basics
Understanding Customer Experience, by Adam Richardson (@richardsona)
The Truth about Customer Experience, by Alex Rawson, Ewan Duncan and Conor Jones
Customer Experience Is The Future Of Marketing, by Daniel Newman (@danielnewmanUV)
The Value of Customer Experience, Quantified, by Peter Kriss (@peterkriss)
Experience Economy
Welcome to the Experience Economy, by B. Joseph Pine II (@joepine) and James H. Gilmore
Letter from a Millenial, by Luke Steidl (@Steidlwave)
As Luxury Brands Embrace Data, Will They Use It Like a Butler or a Stalker?, by Ana Andjelic (@andjelicaaa)
Structures, Titles and CX
The Rise of the Chief Customer Officer, by Paul Hagen (@paulhagen)
Support, Marketing, Community, and PR — They’re All the Same Thing, by elizabeth tobey (@dahanese)
Community is its own discipline, by elizabeth tobey (@dahanese)
Customer Service and CX
Customer Experience is the new Customer Service, by Colin James Nagy (@cjn)
Marketing Is Dead (And Obsolete). Long Live Customer Loyalty!, by Thomas Oppong (@alltopstartups)
Customer service isn’t a department, by Jack Altman(@jaltma)
Eventbrite’s Playbook for Building Amazing Customer Service from Scratch, on First Round (@firstround)
Design, UX and CX
What a Great Digital Customer Experience Actually Looks Like, by Craig Borowski
What Japanese Etiquette Can Tell Us About Good UX Design, by John Pavlus (@johnpavlus) and Kerstin Blanchy’s original paper, Interface Design based on the philosophy of Japanese Hospitality.
Branding as a framework for customer experience management, by Michael Quoc (@michaelquoc)
The difference between customer experience and user experience, by David Fastuca (@davidfastuca)
Copy, Tone, Voice and CX
Globalize, Don’t Localize, by Carl Pei (@getpeid)
How Ritz Carlton’s Support Lexicon Created Unity through Clarity, by Paul Jun (@PaulJun_)
Building Brand Advocacy: Don’t Do What Buffer Just Did, by Social Media Josh (@jhoff89)
Thanks for reading! This list is by no means exhaustive; I continue learning new things about CX every day and I need your help in discovering great content and organising it here. ♥︎ If you believe in sharing knowledge and would like to contribute:
