Isn’t it wonderful that it is spring or rather summer? On Monday May 11th 2009, I had the prividledt of interviewing Myra Golden, one of the nations leading authorities on customer relations, customer satisfaction and customer retention. What a dynamic phenomenal woman!

This relationship between how engaged the direct sales/home party consultant and customer experience as described very clearly in The Service-Profit Chain, which was published in the Harvard Business Review in 1994:

“Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of services provided to customers. Value is created by satisfied, loyal, and productive employees.”

Just like the three laws that govern all of physics, there are a set of fundamental truths about how customer experience operates. And here they are:

The 6 laws of customer experience (CxP)

Courtesy of Brian Temkin:

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.

To your success,

Party Plan Pat