None of it is rocket science, but this a good Marketing Week article on the importance of joined-up thinking about customer experience. They never quite use the phrase, but I like the term “service design thinking”.
There’s some great advice from Ira Glass of “This American Life” fame in this piece. Really good tips on organising interview recordings into structure about half way down, which is very relevant for customer research.
One day we’ll do a Top10 that doesn’t quote Seth Godin, but this is not that day. In this post he explains why dealing with things that break (specifically websites) is part of your job, not a random emergency.
Metaphor is a really important part of telling your customer story visually. This article talks about its use in illustration more generally.