The Best Articles in Customer Experience
The most useful articles in Customer Experience from around the web—beginners to advanced—curated by thought leaders and our community. We focus on timeless pieces and update the list whenever we discover new, must-read articles or videos—make sure to bookmark and revisit this page.
Top 5 Customer Experience Articles
At a glance: these are the articles that have been most read, shared, and saved in Customer Experience by Refind users in 2023 so far.
Videos
Watch a video to get a quick overview.
Piano Academy: North America (Virtual Event)
Join us as we explore Sustaining growth in a challenging economic climate. From understanding your audiences on a deeper level, to navigating data privacy challenges,…
What is ...?
New to Customer Experience? These articles make an excellent introduction.
A beginner’s guide to customer journey maps
A look into the makings of and reasoning behind customer journey maps.
How to ...?
How to Create a Voice of the Customer Program
8 tips from product leaders at Figma, Etsy, Google, and more.
«Customers are genuinely happy to see their feedback incorporated into a company's product roadmap. Retention increases, loyalty increases, and NPS scores generally go up.»
How To Track Customer Acquisitions:
Customer Lifecycle, Sales Funnel, and Content Strategy
How to Create A Persona and an End User for Your Startup
A persona is a real person, that matches you end user profile and helps teams take product and roadmap decisions when developing their business.
How to Analyse What Customers Want
Customer behaviour and opinions contain a lot of data. This blog covers how analysing it the right way can unlock great insights about what customers want.
How to build an experience map — Medium
Shared by 388, including Christian P. Stobbe, 📁𝐦𝐫𝐯𝐧, Liza Sperling, Thomas Pleil, Clemens M. Schuster
Trending
These links are currently making the rounds in Customer Experience on Refind.
‘We Do Not Want to Deal With Customers Like You!’
A family-owned restaurant has had enough with one-star reviews.
Short Articles
Short on time? Check out these useful short articles in Customer Experience—all under 10 minutes.
Your customers hate MVPs. Make a SLC instead.
Shared by 469, including Shepal, designshard, Vincenzo Tremonte
Customer Success Is Broken. Here’s How to Fix It.
Refocus your customer success org on driving customer health, and you'll unlock significant—and efficient—revenue growth in your post sales org.
Do Unforgettable Work
Do unforgettable work. This is not hyperbole. At minimum, customers must think you are superhuman. Respond instantly. Finish work quickly. Check in frequently. Proactively prevent problems. Deliver…
What it takes to get paying users?
The underline principle of knowing customer journey from being unknown to being obsessed with the brand.
Onboarding Tutorials vs. Contextual Help
Tutorials interrupt users, don’t necessarily improve task performance, and are quickly forgotten. Contextual help signals can avoid these pitfalls but require unintrusive ways to activate.
Long Articles
These are some of the most-read long-form articles in Customer Experience.
Why Everything Looks the Same
How economic globalization, generational transition, and technology converge to flatten the consumer experience
The Startup’s Guide to Customer Advocacy
Customer advocacy is more than just case studies. Kalina Bryant (formerly of Asana, Talkdesk and Marketo) shares tactical advice for turning customers into advocates, with tailored pointers for…
21 Ways to Shore Up Your Customer Success Org
When operating in a downturn, founders have to make the most out of what they have in order to grow, including their existing customer relationships. This often means shining a spotlight on customer…
Cognitive Science and User Experience — A New Dimension of Abstract
Shared by 330, including Matthias Lampe, Jansnet, Nir Eyal, Mieke, Nico Müller 🇺🇦
The State of UX in 2019
From the tools we'll use, to our process, to the behaviors that will change the way we design — here's a list of what to expect for User Experience (UX) Design in the next year.
«reshape the reality aroun»
Thought Leaders
We monitor hundreds of thought leaders, influencers, and newsletters in Customer Experience, including:
Brian Solis
Head of Global Innovation, ServiceNow | 8x Best-Selling Author | Keynote Speaker | Digital Anthropologist | Futurist | Other Socials @BrianSolis |
Marsha Collier
Over 1 Million 📚 sold: Author: Social Media, eBay, Customer Service, #Technology Pundit 🎙️ podcast #Android #CustServ #AI @NASASocial #Twitter Legacy Verified
MarketingProfs
Head of Content at MarketingProfs, a marketing training company with a practical approach. WSJ bestselling author of 2 books. Everybody Writes 2 is out 10/18 🥳
Tomasz Tunguz
Venture capitalist at @theoryvc. Student of Startups. Author of Winning with Data http://amzn.to/1UQAMSr. Author of http://tomtunguz.com
Christoph Janz 🇺🇦🎗🕊
Early-stage SaaS VC @pointninecap. Seed investor @algolia, @athenian, @contentful, @factorialhr, @typeform, @loom, @15five, @nexhealthhq, @whereby, @zendesk.
What is Refind?
Every day Refind picks the most relevant links from around the web for you. Picking only a handful of links means focusing on what’s relevant and useful. We favor timeless pieces—links with long shelf-lives, articles that are still relevant one month, one year, or even ten years from now. These lists of the best resources on any topic are the result of years of careful curation.
How does Refind curate?
It’s a mix of human and algorithmic curation, following a number of steps:
- We monitor 10k+ sources and 1k+ thought leaders on hundreds of topics—publications, blogs, news sites, newsletters, Substack, Medium, Twitter, etc.
- In addition, our users save links from around the web using our Save buttons and our extensions.
- Our algorithm processes 100k+ new links every day and uses external signals to find the most relevant ones, focusing on timeless pieces.
- Our community of active users gets the most relevant links every day, tailored to their interests. They provide feedback via implicit and explicit signals: open, read, listen, share, mark as read, read later, «More/less like this», etc.
- Our algorithm uses these internal signals to refine the selection.
- In addition, we have expert curators who manually curate niche topics.
The result: lists of the best and most useful articles on hundreds of topics.
How does Refind detect «timeless» pieces?
We focus on pieces with long shelf-lives—not news. We determine «timelessness» via a number of metrics, for example, the consumption pattern of links over time.
How many sources does Refind monitor?
We monitor 10k+ content sources on hundreds of topics—publications, blogs, news sites, newsletters, Substack, Medium, Twitter, etc.
Who are the thought leaders in Customer Experience?
We follow dozens of thought leaders in Customer Experience, including Brian Solis, Marsha Collier, MarketingProfs, Tomasz Tunguz, Christoph Janz 🇺🇦🎗🕊.
Missing a thought leader? Submit them here
Can I submit a link?
Indirectly, by using Refind and saving links from outside (e.g., via our extensions).
How can I report a problem?
When you’re logged-in, you can flag any link via the «More» (...) menu. You can also report problems via email to hello@refind.com
Who uses Refind?
300k+ smart people start their day with Refind. To learn something new. To get inspired. To move forward. Our apps have a 4.9/5 rating.
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