Important video: The Six Laws Of Customer Experience

This video, by the Temkin Group, presents us the story of David, a senior executive. His customer experience sadly is no great success, so he decided to go for a massive improvement. He was offered to watch the six laws of CX – and here they are before you:

(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 incented, measured and celebrated and

(6) You can’t fake it.

If I would like to sum those up in only one word, I’d say – Customer. It is always and only about the customers – nothing else.

Matthew Thomas
Matthew is the Lead Author & Editor of CXperience Blog. Matthew established the CXperience blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Customer Experience.
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