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.
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 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 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.
«Start viewing the customer as the hub and the solution(s) rotating around them. Your original idea may not be the best.»
How to Create a Customer Journey Map to Optimize Your Campaigns
A customer journey map guides strategy and helps set campaign objectives and measure progress and results. Follow these steps to optimize your mapping for truly data-driven marketing.
Trending
These links are currently making the rounds in Customer Experience on Refind.
How to find out what your customers want by Janet Bumpas
tips for building products that customers love, finding product/market fit
Consumers often can’t detect fake reviews – and underestimate how many negative reviews might be fakes
Online reviews have a big impact on buying decisions – but how can shoppers sort the real ones from the fakes?
Do You Really Understand Your Best (and Worst) Customers?
Most companies analyze financial performance by looking at geographic segments, product lines, or channels. These perspectives overlook the fact that aggregate revenues are dependent on individual…
ChurnZero’s greatest hits of 2022
We’ve put together a greatest-hits compilation of our most popular Customer Success resources and product releases of 2022. Give it a spin.
Short Articles
Short on time? Check out these useful short articles in Customer Experience—all under 10 minutes.
Always solve your customer's core problems
This article offers a lesson in understanding why product managers need to ask themselves "What are my customer's core problems?" Without knowing this answer there is no way they'll be able to make…
Using design thinking to create ideas that better meet customers' needs and desires
We usually post about design inspiration and we tend to focus on the visual side of things. We also understand that design is form plus function in harmony. So for this post we'd love to share a UX…
The new customer journey
How secondary marketplaces, rentals, and web3 transform the customer journey
The Essential Components of Digital Transformation
It’s about so much more than your technology.
«What is needed is a shift in mindset, culture, and talent, including upskilling and reskilling your workforce so that they are future-ready»
Backstage Tickets to the World of Service Design at Spotify
A trio of service designers invite us behind the curtain to see where and how their role fits within Spotify Design.
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
Cognitive Science and User Experience — A New Dimension of Abstract
Shared by 329, 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»
Propensity Model: How to Predict Customer Behavior
It is a powerful tool in the hands of firms that want to predict if customers will buy or share their contact details.
Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It)
In 2003, a marketing consultant named Fred Reichheld lit the business world on fire with the Harvard Business Review article The One Number…
Thought Leaders
We monitor hundreds of thought leaders, influencers, and newsletters in Customer Experience, including:
Brian Solis
Global Innovation @Salesforce | 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 Podcast 🎙️ #Android #CustServ chat #Twitter2ForDummies #NASASocial #Tech4All
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. 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.
Publications
We monitor hundreds of publications, blogs, newsletters, and news sources in Customer Experience, including:
UX Collective
Curated stories on user experience, usability, and product design. By @fabriciot and @caioab.
Nielsen Norman Group
User advocates offering evidence-based user experience (UX) research, training, consulting. Jakob Nielsen, Don Norman, Tog, and colleagues.
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 🥳
Mind the Product
Product Management community that blogs at http://MindTheProduct.com, meets at http://ProductTank.com, and conferences at http://mtpcon.com #mtpcon
Harvard Business Review
The best ideas in business and management to help people, organizations, and economies work better.
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Every day Refind picks 5 links from around the web for every user, tailored to the user’s interests. 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.
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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.
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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.
Which sources does Refind monitor in Customer Experience?
We monitor hundreds of sources in Customer Experience, including UX Collective, Nielsen Norman Group, MarketingProfs, Mind the Product, Harvard Business Review, and many more.
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
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