XM Knowledge Base
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.