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Client & Employee Role in the Customer Experience...

August 31, 2010

I recently stumbled upon a rudimentary but interesting read on the topic of client communications - "The Six Laws of Customer Experience" by Bruce Temkin. In this paper, Bruce discusses what he believes to be the 6 laws that govern a customer's experience with any large organization. He cites them as:

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 it¹

Collectively, they are quite telling in where organizations should be investing and focusing resources if they wish to gain long-term customer loyalty, trust and retention.

While Bruce's paper essentially outlines some basic theoretical marketing strategies, there are a few points he makes that are worth exploring her... Read more