TemkinThe Temkin Group has released a free ebook called The 6 Laws of Customer Experience which is an excellent read.

You can get your copy by going to this site and going through the purchase process. The purchase price is $0.00.


The 6 Laws mentioned in the ebook are:

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.

Temkin goes into detail on each of these laws in the short ebook.

A quote in the book that I thought was really valuable came from The Service-­‐Profit Chain,  a Harvard Business Review article from 2004.

“Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of services provided to customers. Value is created by satisfied, loyal, and productive employees.”

This ebook is an excellent review of the factors that make customer experiences positive or what can go wrong.

There is only one area where I disagree with Temkin. He suggests that if a company is not prepared to be committed to a full customer experience program, they should not start such a program within their organization. In my opinion, if a company is not prepared to invest in their customer experience program, they should prepare to fail.

What is your opinion?


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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