Free Book: The 6 Laws Of Customer Experience July 22, 2008
Posted by Bruce Temkin in 6 laws of customer experience, Customer experience.Tags: Free book
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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 below. 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 it’s price.
Thanks, Bruce! A very thought-provoking summary of not-so-obvious truths. I just added your piece to the assigned reading list for my E-Commerce MBA course at Boston College. I expect that it will generate a stimulating discussion. Best, Mary Cronin
Bruce,
Thanks for compiling this book. I’m sharing it with several people in our organization.
Quick note: the link to your site in the upper right-hand corner of the PDF appears to be incorrect/broken.
Bruce, this is great thanks for putting them together and handing them out. I’m sharing it with our organization and clients!
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Thanks for compiling your thoughts in such an easy-to-share format. I immediately thought of a number of clients who could benefit from your common sense advice. I too will be sharing it with clients and colleagues.
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Hi everyone:
Thanks for the comments and the links on your blogs!
There have already been several thousand downloads of the book. We definitely found a sweet spot with the pricing
. I am also getting a lot of requests to share the book. My standing answer is: Go ahead and share it!
A few people highlighted some minor typos on the book, so I’ve released updates. Version 7, which has been on the blog for most of the time, is the current version. But don’t worry, you may never notice the problems even if you have an older version.
Given the amazing response from this initial effort, I’ll definitely be looking to publish more mini books in the future. So keep checking in.
Bruce
This looks great. I’ll have to check this out in detail. My experience in developing brands has always led me back to the commitment of the employees, because they are truly the keepers of the brand.
Anyway, great work.
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[...] customer feedback on your IA, don’t let it go to waste. Bruce Temkin writes in his free ebook, “The 6 Laws of Customer Experience,” that “[i]nternal measurements may provide a sense of how the business operates, but they [...]
Thanks for this! I referenced it on my blog: http://onlinemarketerblog.com/2008/08/05/handy-hints-for-fixing-your-confusing-information-architecture/
Great stuff. Thanks again,
DJ
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Great! Thank you.–
Lookimg forard to a download.
Jay Curry
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Do you have any objection to posting of this book on other sites? We are working on an email broadcast for a one to one marketer and would like to drive readers to this publication but would, of course, prefer to post it on their site with attribution to you and link to your blog site. Please let me know if that is acceptable.
If you keep the document in tact (no changes without my explicit approval) and provide a very prominent link to my blog, then I am okay with posting it on another site. But I reserve the right to have it pulled down if it is being mis-positioned or misused. My goal is to spread the word.
Bruce, I completely understand. Contact me directly if you like and I will send you the site where it will be posted and the copy for the email broadcast that has the link in it.
Thanks Bruce. Really enjoyed the no-nonsense approach here!
Joe: I’m happy to hear you enjoyed it…
Bruce, good to catch up with you again. We met when we both presented at a Blast Radius event in South Beach. I am the author of The Starbucks Experience and The New Gold Standard (about the legendary customer experience of The Ritz-Carlton Hotel Company. I hop this post finds you well…. With enthusiasm
tweeter.com/josephmichelli
Thanks Bruce. This book provide what is necessary to stat a good Customer Experience program. I’m working on it, like consultant, to write my final paper to get master degree in management Engineerng in Italy, and your book touches every points that I have to face inside the organizzation! It’s hard to change a 60k+ employers organization, when you are 25 years old! But I’m trying!
Your book gave me a push to continue in my way of working, cause your ideas are very near to mine about CxP!
Roberto: Thank you so much for your post. I’m thrilled that you’ve found so much value in the book. Your feedback really motivates me to write more. Good luck with your CxP efforts!
Surely, you have to write more, I found this book, and this site, very usefull. Good CeX follows a great study of your own enviroment, and after that, you have to do only what the good sense tell you, because all of us are customer ad we know how we like to be treated. But for me it’s foundamental to clarify my way of working, understanding how CeX is seen by more experienced people (like you). The topic is challanging.
I hope to do a good job, since I have very few time!
Good job.
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Hi Bruce I am running a workshop next week in the UK (http://www.callcentre-expo.co.uk/page.cfm/Action=Seminars/SeminarID=26) and am going to send each delegate away with a copy of the 6 laws (assuming that’s OK with you!). What I love about the paper is it echoes the point I am trying to get across in the workshop that Great Customer Experiences aren’t about spending $millions on CRM systems and/or management consultants, that it is the small stuff that customers recognise and appreciate and that’s what drives loyalty.
Kind regards
Stephen
Stephen: That’s great. My goal is to get those insights to as many people as possible. All I ask is that you print it out as-is without any editing or alterations. Good luck with the workshop!
Hi Bruce, absolutely will wouldn’t presume to be able to improve your sage words!
SJ
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