11 customer experience blogs you should be reading


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Over the last few days, I’ve been looking to refresh my feed of customer experience blogs I read on a regular basis. Some I simply stumbled upon. Some are penned by colleagues and thought leaders I have followed for years. Others are suggested to me by people I trust.

As I worked to refine my list I kept coming back to the following 11 “core” blogs, which I really think do an outstanding job of discussing the issues surrounding customer experience (or dance around the outskirts of customer experience, but definitely cover the link between experience and financial performance). If you haven’t already, I would suggest adding these blogs to your reader or subscribing in the weeks ahead.

CX Journey

Annette’s blog is probably best known for her “lessons learned” posts, which I always enjoy. In fact, I wrote a guest post in that vein on her blog in Oct. about customer experience lessons we can learn from Lance Armstrong. You can also find Annette on Twitter at @cxjourney and @annettefranz.

360 Connext

What I love about Jeannie is that she’s always on top of recent trends in the customer experience arena. For example, her recent post about Instagram menus and what they mean for customer experience was a conversation no one else was having. (who would have thought—Instagram menus, right?). You can find Jeannie on Twitter at @jeanniew.

Customer Experience Matters

If you follow customer experience thought leaders online, you know Bruce is one of the more prominent in our space. I value Bruce’s research-driven approach. You can find Bruce on Twitter at @btemkin.

Return Customer

Joe Rawlinson is one of those bloggers who just goes about his business. Plugging away. Blog post after blog post. I enjoy Joe’s blog most for his book reviews. Right now, he’s reading Kill the Company by Lisa Bodell. He also wrote a nice review of my book, Domino, a while back. You can find Joe on Twitter at @joerawlinson.

Deliver Bliss

I’ll be honest, I’m a big Tim Sanchez fan. My only complaint with Tim: He doesn’t blog enough! But, his blog remains in my feed because I love the way his mind works. Even his more simple posts get me thinking—like this one titled “12 reasons bad customer service isn’t your fault.” You can find Tim on Twitter at @DeliverBliss.

Conversation Agent

Not necessarily a “customer experience” blog, but Valeria’s blog is a must-read for me most weeks. She tackles topics ranging from social currency to content marketing to customer service. Valeria takes a more analytical and thoughtful look at these topics than some—and I always appreciate her different perspective. You can find Valeria on Twitter at @conversationage.

The Engaging Brand

A couple years ago, I joined Anna on her popular podcast to discuss my new (at the time) book Domino. Since then, I’ve followed Anna’s blog (really her podcasts) when I have time (mostly when traveling). Again, she doesn’t focus exclusively on customer experience, but I find her guests—and the topics they discuss—always get me thinking. You can find Anna on Twitter at @EngagingBrand.

Disruptive Women

One industry area of interest—and specialty—for me and my firm, Aveus, is health care. So it’s no surprise a blog like this is on my list. But, the collection of women this blog features is more than impressive. From doctors to executives to academics, this blog features some of the brightest female minds in health care. It’s a no brainer for me to follow. Learn more about the contributors to Disruptive Women in Health Care here.

Customer Service Stories

I’ve been following Barry’s blog for a while now—after all, he’s been blogging since 2009. What I’ve come to enjoy about Barry’s blog is his ability to challenge the status quo—like he did in this post when he challenged the notion that if you pay more, you get more from a customer perspective. You can find Barry on Twitter at @bsdalton.

Harvard Business Review

There are a few bloggers at HBR that speak – if even indirectly – of customer experience-driven performance. One is Bill Lee. His sparky “Marketing is Dead” post calls leaders to task for thinking too much from an inside-out (vs customer) point of view. Bill pushes my thinking about how to build and measure the value of customer relationships.


I started following Peter with he was at Adaptive Path, and as he posted occasionally on the HBR Blog network. While his mindset is more online user experience than every-interaction customer experiences, I’ve treasured his sometimes blunt, always incisive ideas. Now that he’s the VP of Global Design for Groupon, it will be interesting to see his perspective evolve.

That’s my short list.

I certainly follow a number of other blogs, but that’s a good core of the CE blogs I follow. What about you? What would you add to the list?

Republished with author's permission from original post.

Linda Ireland
Linda Ireland is co-owner and partner of Aveus LLC, a global strategy and operational change firm that helps leaders find money in the business performance chain while improving customer experiences. As author of Domino: How to Use Customer Experience to Tip Everything in Your Business toward Better Financial Performance, Linda built on work done at Aveus and aims to deliver real-life, actionable, how-to help for leaders of any organization.


  1. I’d actively encourage inclusion of ReputationXChange.com, a blog written by my colleague, Dr. Leslie Gaines-Ross, Chief Reputation Strategist of Weber Shandwick, a leading international public relations firm. Like me, Leslie is a strong believer in the leveraging power of customer advocacy behavior; and a key foundation of advocacy is brand/company reputation and image resulting from personal customer experience. So, many of her blog posts have to do with the offline and online informal communication, and impact on brand perception, which takes place as a result of overpromise and underdelivery of value to customers, such as service dissatisfaction, product defects, etc.


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