Vol. XVIII, No. 2, February-March 2018

  1. Randy's travelogue - journey to Milan, Italy & FICO Eataly World
  2. When something goes wrong, apologize, apologize, apologize to the customer: WRONG!
  3. Doc Brundy's sodacad under construction
  4. Changes to the leisure time landscape and its impact on out-of-home entertainment and arts
  5. Restaurant campers
  6. It's a beautiful Saturday
  7. iGen and Clean Lifers partying, drinking & hanging out less
  8. The six laws of customer experience
  9. Fighting for out-of-home entertainment participation & spending
  10. Clean restrooms means more revenues and profit
  11. Short introduction to Urban Neuroscience
  12. The future ain't what it used to be

[ Index of Previous eNewsletters ]

The six laws of customer experience

Before you can deliver a great experience to customers, you must first recognize the dynamics at play within your organization that will ultimately shape how you and your staff interact with them. Just like the laws that govern physics, there are six fundamental truths that define how organizations treat their customers. This set of truths developed the Temkin Group is called the “the Six Laws of Customer Experience”:

  • Law #1: Every interaction creates a personal reaction.
  • Law #2: People are instinctively self-centered.
  • Law #3: Customer familiarity breeds alignment.
  • Law #4: Unengaged employees don't create engaged customers.
  • Law #5: Employees do what is measured, incented, and celebrated.
  • Law #6: You can't fake it.

Anyone looking to improve customer experience must both understand and comply with these six underlying realities.

Learn how to apply these laws in your business by downloading the free eBook The 6 Laws Of Customer Experience from the Temkin Group. To download, click here.

Vol. XVIII, No. 2, February-March 2018

  1. Randy's travelogue - journey to Milan, Italy & FICO Eataly World
  2. When something goes wrong, apologize, apologize, apologize to the customer: WRONG!
  3. Doc Brundy's sodacad under construction
  4. Changes to the leisure time landscape and its impact on out-of-home entertainment and arts
  5. Restaurant campers
  6. It's a beautiful Saturday
  7. iGen and Clean Lifers partying, drinking & hanging out less
  8. The six laws of customer experience
  9. Fighting for out-of-home entertainment participation & spending
  10. Clean restrooms means more revenues and profit
  11. Short introduction to Urban Neuroscience
  12. The future ain't what it used to be

[ Index of Previous eNewsletters ]