Notes About Business

The “Six Laws of Customer Experience” as defined by Bruce Temkin are these…

1) Every interaction creates a personal reaction

Getting customer feedback is vital to the success of your product or service. Pay attention to your harshest critics. If they care enough to complain, then what they have to say is important for you to understand and take on board. This is one of the best ways to make the most of your business. This applies equally to product launch marketing where one of the most effective tools is a blog.

2) People are instinctively self-centered.

Make it easy for your customer to make a buying decision by responding to their top question

“What’s in it for me?”

Buying is first and foremost an emotional decision only later to be justified by logic. Talking about how your prospect will benefit if he buys your product targets the emotions The logic behind the buying decision only comes in later when the product features are used to justify the purchase.

3) Customer familiarity breeds alignment

Or to put that in plain English. You must be diligent with your initial market research. 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

Your company value proposition must first be understood and taken on board by the people who work for you whether you be an old style bricks and mortar business or a 21st century virtual company with a global network of outsourced full time knowledge workers. They can be the best sales people but if they are not ‘grounded’ your prospects will know it. Training is vital as is communication. They can hardly be expected to put others in the picture if they don’t understand it themselves.

5) Employees do what is measured, incented, and celebrated.

Never concentrate on the mistakes your people are making, look for waht they are doing right. Recognisie their initiative and show your appreciation of their efforts. They will be much more willing to go the extra mile for you and listen to your suggestions as to how to optimize what they are doing. A smile goes a long way. Boost morale and you will have a motivated team. This is an excellent way of improving your metrics!

6) You can’t fake it

Your company value proposition should enlighten and inspire in every way it can. Your prospects will sense it if it doesn’t

As a product owner, you probably already realize that to ensure a successful launch you need expert help. Discover 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 idea to find out what’s in it for you too!