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lunes, 25 de agosto de 2008

“The 6 Laws Of Customer Experience", by Bruce D. Temkin

From Bruce:
"Tuesday, July 22, 2008 7:43 am
Hi Everyone:
I hope that you're having a great summer.
A few weeks ago I published a blog called "Introducing The Six Laws Of Customer Experience" which laid out 6 basic truths about customer experience (like the 3 laws of physics). Since then I've written individual posts about each of the 6 laws. It's turned out to be an extremely popular series. So I packaged up all of that content into a 10 page book(let) called “The 6 Laws Of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers.”
You can download the book for free on my blog: Customer Experience Matters:
http://experiencematters.wordpress.com/.

Best regards,
Bruce D. Temkin
VP & Principal Analyst, Customer Experience
Forrester Research, Inc.| p: 617/613-6044
400 Technology Square, Cambridge, MA 02139
My bio | Research | Blog: Customer Experience Matters."
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