Think of them as the Six Commandments of Customer Service — or, as Bruce Temkin, managing partner of the Waban, Mass.-based Temkin Group explains, "fundamental truths about how people and organizations behave."
Companies that understand them can make smarter decisions about the customer experiences they offer and how they offer them. It's not rocket science. In fact, some of the six truths seem painfully obvious. But Temkin argues that they're often overlooked.
Take employee engagement. A company can't offer outstanding customer experiences if it fails to engage its employees, listen to their feedback or provide them with the technologies they need to keep customers happy, Temkin told CMSWire this week.