This video from the Temkin Group explains The Six Laws of Customer Experience.
By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it. You can download their free eBook and see their infographic.
Just like the laws that govern physics, there are a set of fundamental truths that explain how organizations treat their customers. We call these “The Six Laws of Customer Experience:”
Anyone looking to improve customer experience must both understand and comply with these underlying realities.
<<NOTE: Here’s an infographic that lays out all of the laws>>
The first law is Every Action Creates A Personal Reaction. Simply put, the quality of an experience is entirely in the eyes of the beholder. An experience that is delightful for one person may be terrible for another person. When it comes to customer experience, one size does not fit all.
Law #2 is People Are Instinctively Self-Centered. Everyone looks at the world through their own frame of reference, and these unique perspectives heavily influence what they do and how they do it. Customers, for instance, care about their own needs, desires, and goals. Employees, on the other hand, have a deep understanding of their company’s products, organizational structure, and processes.
The third law is Customer Familiarity Breeds Alignment. A clear vision of what customers need, want, and dislike can align decisions and actions across an organization. When employees share a common view of who the target customer is, and they have easy access to customer feedback, there will be fewer disagreements about the best ways to serve these customers.
Law #4 is Unengaged Employees Don’t Create Engaged Customers. Walt Disney once said “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” He understood the importance of focusing on employees. The data supports that view. Companies with great customer experience tend to have significantly more engaged employees than do their peers.
Law #5 is Employees Do What Is Measured, Incented, and Celebrated. Some executives struggle to understand why their employees don’t treat customers better. But it isn’t a mystery. Employee behaviors can almost always be explained by the environment they’re in. What creates that environment? The metrics the company tracks, the activities it rewards, and the actions it celebrates. Collectively, these three factors shape how employees behave.
The final law is You Can’t Fake It. While it is possible to fool some people some of the time, most people will eventually discern what’s real and what’s not. In the case of customer experience, this means that employees will sense when customer experience is not actually a top priority, and customers will not be convinced that you are more committed to customer experience than you really are – no matter how much you spend on advertising.
The Six Laws of Customer Experience are meant to empower highly effective customer experience efforts. If you understand and follow these laws, you will be able to help your organization deliver great customer experience.
If being customer-centric matters to your organization, then why leave it to chance? Contact Temkin Group, the customer experience experts, by emailing firstname.lastname@example.org, or visit their website, at TemkinGroup.com.