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White Hutchinson Leisure & Learning Group, Kansas City, MO, USA

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.

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