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Monthly Archives: August 2010

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 it

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 here. In Bruce'... Read more