The Six Laws of Customer Experience: Law #1 Every interaction…


Share on LinkedIn

Last week’s blog underscored the importance of customer relations managers living by The Six Laws of Customer Experience, as created by industry leader Bruce Temkin:

Anyone dealing with customers should not just know these laws, but live by them. Treat them as sacred, similar to the way you would view other guiding ethics such as the golden rule.

Customer Experience Law #1: Every Interaction Creates A Personal Reaction.

The key word in this rule is “personal.” Each individual customer will respond in his or her own, individual way to your actions.

While you cannot predict every single response, you can improve customer relationships when you consider the implications for this law:

  • Customer relationships should be built on the customer, not a script. Sage ACT! and Sage SalesLogix can assist in this process.
  • Customer segments must be prioritized. In other words, to categorize individual customers into specific groups, customer relations managers will need to have a very clear understanding of their important (and not so important) customers.
  • For accurate evaluation of a customer’s experience, talk to the customer. Internal measurements do not provide a true assessment. Temkin advises that companies need to establish a VoC program (Voice of the Customer). By doing so, customers’ input drives priorities, decisions, and investments.
  • Empower the employee. A customer relations specialist with good thinking and communication skills can accommodate the needs of key customers. Business developers can train and equip, but let the front-line people do their jobs.

The bottom line, Temkin states, is for you to “understand your customers, personally.”

Next up: Law 2 – People are instinctively self-centered.

Related blog: Experience Matters by Bruce Temkin.

What personal reactions are your customer interactions creating?

Republished with author's permission from original post.

Dick Wooden
CRM specialist to help you get the answers you need with sales, service, and marketing CRM software. I help mid-sized businesses select, implement and optimize CRM so that it works the way their business needs to work. My firm is focused on client success with remarkable customer experience, effective marketing and profitable sales using CRM strategy and tools.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here