Infographic: The Six Laws of Customer Experience
January 13, 2014 7 Comments
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.
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.
Hi Karen: I’m thrilled to hear that you like the infographic! I’ve changed the setting so that you can get a .pdf by clicking on the graphic. Or you can just use this URL: https://experiencematters.files.wordpress.com/2014/01/6lawsofcx_infographic.pdf
This is perfect- thank you!
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!!
Thanks, really happy you enjoyed the speech. I hope you had a wonderful time in Las Vegas!
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!
Thanks for the feedback Chris. Those are not purposeful typos…