Understanding, action, and embedding

Colin Shaw

Chapter 10 in Revolutionize Your Customer Experience, 2005, pp 166-180 from Palgrave Macmillan

Abstract: Abstract In my experience this is true of many organizations today. This, in my view, is why the Customer Experience of most organizations is boring and bland. As you have seen from our research,2 there are a lot of people who understand a great deal more about the Customer Experience than they have implemented. Like me, people enjoy the intellectual stimulation of the learning. They enjoy debating what they could do, and even what they should do. They enjoy reading the books, attending conferences and training events, and so on. But what has changed because of it? They may have changed their own personal “orientation” but the organization’s orientation has not changed for the customers.

Keywords: Natural Model; Customer Experience; Intellectual Stimulation; Organization Today; Compelling Story (search for similar items in EconPapers)
Date: 2005
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-51345-7_10

Ordering information: This item can be ordered from
http://www.palgrave.com/9780230513457

DOI: 10.1057/9780230513457_10

Access Statistics for this chapter

More chapters in Palgrave Macmillan Books from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().