Naïve orientation

Colin Shaw

Chapter 6 in Revolutionize Your Customer Experience, 2005, pp 91-108 from Palgrave Macmillan

Abstract: Abstract As we start to look at some of the detail behind the Naïve to Natural Model™, let us remind ourselves what the orientations actually signify. An organization’s orientation is its “relative position” against how deliberately it is implementing its Customer Experience against our definition, which is: A Customer Experience is an interaction between an organization and a customer. It is a blend of an organization’s physical performance, the senses stimulated, and emotions evoked, each intuitively measured against Customer Expectations across all moments of contact.

Keywords: Customer Service; Customer Experience; Customer Expectation; Customer Complaint; Telltale Sign (search for similar items in EconPapers)
Date: 2005
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DOI: 10.1057/9780230513457_6

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