Just like the three laws that govern all of physics, there is a set of fundamental truths about how customer experience operates. And here they are, the 6 laws of customer experience:

  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.

Jack Welch has said: “Deal with the world as it is, not how you’d like it to be.” When it comes to customer experience, these 6 laws describe how it is.

While some isolated situations may not follow these 6 laws, they accurately describe the dynamics of customer experience for large organizations. Anyone looking to improve customer experience must understand and comply with these underlying realities. And in case you’re wondering, Experience-Based Differentiation is 100% compliant!

I’ll take a closer look at each of these laws in later posts. For now, just get acquainted with them.

The bottom line: When it comes to the 6 laws of customer experience, ignorance is not a valid defense.

Addendum: Download the free book: “The 6 Laws of Customer Experience

This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.