The "Six Laws of Customer Experience" as defined by Bruce Temkin are these...
1) Every interaction creates a personal reaction
Receiving feedback from your client is crucial to the effectiveness of your service or product. Take notice of your severest critics. If they take the time to complain, then take their ideas seriously and listen This is one of the most effective ways of optimizing your business. This equally applies to product launch marketing where a blog is one of the most successful devices.
2) People are instinctively self-centered.
Make it easy for your customer to make a buying decision by responding to their top question
"Where do I factor in this?"
Buying is first and foremost an emotional decision only later to be justified by logic. Clearly laying out the benefits of buying your product appeals to the emotions. Features help to support the logic of the buying decision, so only come into play later.
3) Customer familiarity breeds alignment
Or to be more specific. Your initial market research must be thorough. You must know what gives your prospective customers sleepless nights if you have any hope of creating a product that will solve your customer's innder pain and frustrations. Your USP must reflect this and be transferred to your customer to become their UBA.
4) Unengaged employees don't create engaged customers
It is imperative the people who work for you take your company value proposition on board no matter whether your business is on main street or is a 21st century digital enterprise. They can be the best sales people but if they are not 'grounded' your prospects will know it. Never underestimate the importance of training and communication. If they don't know, how can they tell others?
5) Employees do what is measured, incented, and celebrated.
Don't look out for what your people are doing wrong but what they are doing right. Show your appreciation of their efforts by being positive. Their committment to you will grow and they are much more likely to listen to your advice. A cheerful expression is never wasted. Boosting morale will help create a well motivated team Your metrics will improve!
6) You can't fake it
Your company value proposition must run through everything it says and does like a seam of gold through solid rock. If it doesn't, your prospects will sense it
As a product owner, you probably already realize that to ensure a successful launch you need expert help. Find out how we can help
get your product to the launch pad . You will be pleasantly surprised by how cost effective our program is. In fact, it would be a good plan to find out
what's in it for you too!
