Free eBook: The 6 Laws Of Customer Experience

Download free Temkin Group eBook, The Sx Laws of Customer ExperienceThis is an update to the original eBook that was published in 2008. It has been downloaded and read by tens of thousands of people around the world and is likely one of the most-read documents ever published on the topic of customer experience.

So enjoy the updated eBook: The 6 Laws Of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers

Download free eBook: The Six Laws of Customer Experience

Just like the three laws that govern all of physics, there are a set of fundamental truths about how customer experience operates. This eBook outlines the following 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.

The bottom line: To understand CX, you must first understand these laws.

NOTE: CX Institute’s CX Fundamentals eLearning module provides online training for employees across an organization to learn and apply these laws, helping organizations to become more customer-centric.

Free eBook: The 6 New Management Imperatives

A few months ago I introduced the 6 New Management Imperatives. Since then, I’ve written posts for each of the six imperatives.

As with my 6 Laws Of Customer Experience, I decided to pull the content together in a mini book. It’s called “The 6 New Management Imperatives: Leadership Skills For A Radically Changed Business Environment (.pdf).”

Since it’s not a novel (only 16 pages), I’m giving it away for free. Just click on the cover and print it out or save it to your computer.

Go ahead and share this book(let) with as many people as you’d like!

The bottom line: Hopefully this book is worth more than it’s price.

Free eBook: The 6 Laws Of Customer Experience

This eBook has been updated

A few weeks ago I introduced the 6 laws of customer experience. Since then, I’ve written posts for each of the six laws. It turns out that these posts have had extremely high readership. So I decided to pull the content together in a mini book: The 6 Laws Of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers.

Since it’s not really a novel (only 11 pages), I’m giving it away for free. Just click on the picture of the cover. You can then print it out or save it to your computer. Go ahead and share this book(let) with as many people as you’d like. Spread the word!

The bottom line: Hopefully this book is worth more than its price.