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Banzai - Nailing The Experience

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The Fundamental Truths That Define How Organizations Treat Customers… or “ nailing the customer experience!” The 6 Laws of Customer Experience Research Conducted by Bruce Temkin, Forrester; Presented by Mike Karlsrud, EyeWerx
Or.. You can’t please all the people all the time! Law #1: Every Interaction Creates a Personal Reaction.
Like Physics? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Or.. It has been and always will be about me, baby! Law #2: People Are Instictively Self-Centered.
Uh, Really? ,[object Object],[object Object],[object Object],[object Object]
Or.. Keep your customers close, and your enemies closer! Law #3: Customer Familiarity Breeds Alignment
Hmmm ,[object Object],[object Object],[object Object],[object Object]
Or… I’ll treat our customers like you treat me. Law #4: Unengaged Employees Don't Create Engaged Customers.
People are like vending machines.. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Or… People respect what you inspect. Law #5: Employees Do What is Measured, Incented, and Celebrated.
Do as I do, not as I say… ,[object Object],[object Object],[object Object],[object Object]
Or… You can’t BS a BS’er Law #6: You Can't Fake It.
Or at least not here, anyway ,[object Object],[object Object],[object Object],[object Object]

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Banzai - Nailing The Experience

  • 1. The Fundamental Truths That Define How Organizations Treat Customers… or “ nailing the customer experience!” The 6 Laws of Customer Experience Research Conducted by Bruce Temkin, Forrester; Presented by Mike Karlsrud, EyeWerx
  • 2. Or.. You can’t please all the people all the time! Law #1: Every Interaction Creates a Personal Reaction.
  • 3.
  • 4. Or.. It has been and always will be about me, baby! Law #2: People Are Instictively Self-Centered.
  • 5.
  • 6. Or.. Keep your customers close, and your enemies closer! Law #3: Customer Familiarity Breeds Alignment
  • 7.
  • 8. Or… I’ll treat our customers like you treat me. Law #4: Unengaged Employees Don't Create Engaged Customers.
  • 9.
  • 10. Or… People respect what you inspect. Law #5: Employees Do What is Measured, Incented, and Celebrated.
  • 11.
  • 12. Or… You can’t BS a BS’er Law #6: You Can't Fake It.
  • 13.