10 Commandments of Customer Experience (CX)

CX 10 Commandments

This is my shortest post by far.  I received these 10 CX thoughts last night in a dream.  When they came unto me, they seemed self-explanatory, so I saw no need to elaborate or provide examples.  Full disclosure; I did have several adult beverages before I went to sleep:


  1. Strive to know your customers as you would know yourself.


  1. Thou shalt be “Customer-Centric” and put no other products, services or stakeholders before thee.


  1. Thou shalt not make any graven image of customers, such as idol segments. Instead, thou will treat customers as individuals with personalized touch.


  1. Thou shalt not spam customers by carpet bombing with frivolity (causing them to take names in vain).


  1. Thou shalt not contact customers on Sunday…or any day for that matter, unless given permission and there is a relevant service or offer to discuss.


  1. Thou shalt be empathetic and listen to customers, and act with fairness.


  1. Thou shalt not kill off customers with WMDs – “Weapons of Math Destruction” – such as artificial intelligence (AI) algorithms with bias.


  1. Love thy customer, their loyalty, and their journey, and calculate a true LTV (Lifetime Value), not just a year’s worth.


  1. Thou shalt not steal profits from the Customer Innovation Till. A tithe of earnings will be put in said till for pursuing true innovation.


  1. Thou shalt not covet thy customer’s wallet or share of wallet. You will get yours if you obey the other commandments.