This Week In Customer Experience

As we move into 2012 and start looking forward to the next Total Customer Experience Leaders Summit, we'd like to occasionally share with you some of our favorite resources from around the web on customer experience, customer experience design, and customer-centricity.

Here are this week's picks:
"Understanding and Delivering Customer Experiences that Count", this round-up by Prophet discusses the customer experiences that leaders like Zappos and Starbucks offer and deconstructs the process it takes to get there.

"Courtesy: What Comes Before Customer-Centricity", this blog post on ClickZ explores some great (and fairly easy to implement!) ways to improve your digital customer experience. Be courteous!

"In Chicago, insurance company launches community caf for locals". One of my favorite resources for new ideas, this week Springwise drew my attention to "Next Door," a State Farm branded cafe in Chicago that aims to humanize "finances and insurance stuff" by bringing a friendly resource into the community.

What were your favorite customer experience links this week? What resources do you turn to?