This still remains one of my favourite posts from Bruce.
This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it.
I published the 6 Laws of CX several years ago, yet it remains equally relevant today and is one of the most popular documents about customer experience, with over 100K downloads.
The bottom line: Make sure to understand and conform with the 6 Laws of CX.