The 6 Laws Of Customer Experience

Just like the laws of physics, Bruce Temkin talks about a set of fundamental truths about how customer experience operates. Here are the 6 laws of customer experience:

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

These are just the high-level outline, you can read them in more detail here (PDF).

BTW, there are some great CX research data on his Customer Experience Matters blog.