From Customer Expe­ri­ence Matters: 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. · Go to Intro­ducing the 6 laws of customer expe­ri­ence →