6 Laws of Customer Experience

Customer Experience Management - like any new exciting business concept - tends to attract a lot of attention. Unfortunately, too much attention can lead to excess noise and confusion as different people and organizations publish different - and sometimes conflicting - perspectives.

To help you cut through the clutter of customer experience management, I recommend that you download and read Bruce Temkin's free eBook titled "The 6 Laws of Customer Experience" that he published on his blog this week.

In "The 6 Laws of Customer Experience," Mr. Temkin identifies 6 fundamental truths about customer experience management which I think you'll find both enlightening and provocative:

1. Every interaction creates a personal reaction.
2. People are instinctively self-centered.
3. Customer familiarity breeds alignment.
4. Unengaged employees don't create engaged customers.
5. Employees do what is measured, incented, and celebrated.
6. You can't fake it.

Download a free copy of "The 6 Laws of Customer Experience."