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.