Bruce Temkin, a self-professed customer experience change agent; runs a very interesting and informative blog called Customer Experience Matters. It's definitely worth keeping up with, as Bruce posts regularly, and you can learn a lot from him.

In a post on July 22, Bruce posted a fantastic compendium that he put together called "The 6 Laws Of Customer Experience." It does an outstanding job of covering what it takes to provide professional service, whether it be to a customer or to an account.

It's worth visiting Customer Experience Matters to get the mini-book, but so you can get an idea of what the mini-book covers, here are "The 6 Laws Of Customer Experience":

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.

Our thanks to Bruce for putting this together and providing this free to the world.