I decided to provide a reading list of sorts from the archives about customer experience.

Many user experiences ignore the basics of users.

I consider myself a Customer Experience Investigator(sm). I’m thinking of creating a “CXI” badge to flash when I arrive at the scene of the crime.

If ONE customer has an issue, it’s critical to realize it’s probably an issue MANY customers are having. What can you do to proactively address the issue?

When you try to look at your own project, business, or even employees without a sharply tuned critical eye, you end up with a viewpoint that inevitably provides some data, but not necessarily the right kind.

Companies, employees, customers, products, org charts and, of course, entire economies can change pretty rapidly.

You don’t know what you think you know. Metrics only tell half the tale.

I always feel a little bad when I inevitably silence the room with a simple question.

“Relationships are like banks. It works best when you both make deposits. That way, there’s always something in the bank for a withdrawal.”

It’s amazing how many times I report back to a client about a bad user experience and someone in the group reports back, “Oh, yeah, we knew that’s bad.”