Enlightened orientation

Colin Shaw

Chapter 8 in Revolutionize Your Customer Experience, 2005, pp 127-147 from Palgrave Macmillan

Abstract: Abstract One of the big differences between the Transactional and Enlightened organization is the latter has recognized that over half of the Customer Experience is about emotions. It not only recognizes this is the case but plans to evoke defined emotions. It is “Enlightened” hence the name for this orientation. The change of orientation between Transactional and Enlightened is a significant one. It is not because any of the areas are fundamentally different; but because people have changed their perspective on life, their paradigm.

Keywords: Emotional Intelligence; Moment Mapping; Customer Experience; Employee Experience; Enlightened Orientation (search for similar items in EconPapers)
Date: 2005
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DOI: 10.1057/9780230513457_8

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