2008 Research

eBook: The 6 Laws Of Customer Experience

July 2008

Just like the three laws that govern all of physics, there are a set of fundamental truths about how customer experience operates. And here they 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.

Jack Welch has said: “Deal with the world as it is, not how you’d like it to be.” When it comes to customer experience, these 6 laws describe how it is.

While some isolated situations may not follow these 6 laws, they accurately describe the dynamics of customer experience for large organizations.

The bottom line: When it comes to the 6 laws of customer experience, ignorance is not a valid defense.


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