5 CX Must Reads: Best of August

By: Kate Zimmerman

August 31, 2015

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Check out this month’s must-reads about customer experience from around the web. Chosen by the Sentiments team, we have aggregated what we think are useful and engaging articles for anyone interested in understanding and improving the customer experience.

1. Journey Mapping the Customer Experience

Understanding where your customer is going will help you improve their experience, and increase sales.

2. Three Lessons From Uber And Airbnb On Leveraging Technology To Improve The Customer Experience

By using driver and host reviews, Uber and Airbnb are changing the customer experience game and behaviors for the better.

3. Ashley Madison: Your customer service crisis cheat sheet 

Learn from the failures of the Ashley Madison customer service team so that you can deal with a crisis effectively and efficiently (while hoping that it never actually happens).

4. 6 Emotions That Make Customers Buy

Understanding the emotion that is driving the buying decision will help you better target and sell to your customers.

5. Customer Success Management: Training Wheels for CXM? 

Taking a look at Customer Success Management and why it’s so important to operationalize customer loyalty to truly achieve CX success.

Kate Zimmerman is a Product Marketing Associate at Clarabridge. Kate focuses on building content that supports CX efforts, product marketing, analyst relations, and has become an industry expert in Customer Experience Management. Kate holds a B.A in Politics from the University of Virginia and can be found on Twitter at @kmzimm.