Laws of customer experience... easily explained
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Posted Fri 14 August 2009 @ 12:10 p.m. by Megan Lacy
I always take time to research looking for great articles and interesting topics, and found a link this week to a free article that is worthy of a blog. It is a nice compact read and gets to the point quickly.
It’s called "Six laws of customer experience" written by Bruce Temkin who is the vice president and principal analyst at Forrester Research in the USA. I found him via his website Experiencematters.
The great thing is this 11 page booklet is free to download and Temkin encourages people to share the resource. It talks about the fundamental truths that define how organisations treat customers, which are categorised into six laws. I even find the 'Bottom Line' comments of each of the laws thought provoking and gets my brain ticking over.
The six laws in summary:
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
Every time I read it, I learn something else and seem to nod instinctively to what he is saying as it has a lot of merit. I got half way through reading it when I found myself forwarding it on to others who are in business and managing staff. Everyone replied saying thanks and I saw copies on their desks when I visited them. I love being able to share gems of information I find.
I think is worth the read. I hope you get a tip or two from it.
I have also added the link to our Resource Library.
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