Infographic: The Six Laws of Customer Experience


I recently published the list of my most-read posts from 2013. The item on the top of the list is the free eBook: Six Laws of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers. Since its initial publication in 2008, this eBook continues to be the most-read piece of content that I’ve published. Factoring in the many syndicated versions of the report (it’s been translated into at least five languages), this eBook has been downloaded by well over 100,000 people.

The six laws of customer experience are meant to empower highly effective customer experience efforts. 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. If you want to create sustainable CX change, then you need to understand and conform with these laws.

In case you haven’t read this very short eBook, here’s an infographic that captures the six laws:

The bottom line: You need to understand the 6 laws of customer experience.

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

7 thoughts on “Infographic: The Six Laws of Customer Experience”

  1. We love this infographic- it beautifully sums up the white paper- is it available as a PDF? We think it would be very useful to use as we work with different business units in our organization.

  2. I enjoyed hearing you speak at VocFusion in Vegas!! I already had your info graphic on my office wall!! Thanks for speaking a language we all can understand and use!!

  3. Hey Bruce,

    I love your video on youtube, but I wanted to see if you purposefully spelled some words wrong in the video…at minute 2:22, it spells “employees”, “incented”, and “celebrated” as shown. But then at 3:15, it spells them “employess”, “incanted”, and “celabrated”. I just wanted to make sure you were aware if it was a mistake!

    Great laws though!

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