The implications of processes and systems on the customer experience

Colin Shaw and John Ivens

Chapter 5 in Building Great Customer Experiences, 2002, pp 86-100 from Palgrave Macmillan

Abstract: Abstract How many of the customer experience sound bites above have you personally experienced? At one point or another, we are sure you have probably heard them all. Do you remember what emotions they evoked? It was probably a combination of frustration, resentment, amazement, incredulity and infuriation. Why does this happen? Granted, some of this will be down to the culture and people issues of the organization; however, a large percentage will also be down to the processes and systems that companies choose to put in place.

Keywords: Short Message Service; Customer Relationship Management; Service Leader; Customer Experience; Customer Knowledge (search for similar items in EconPapers)
Date: 2002
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-55471-9_5

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DOI: 10.1057/9780230554719_5

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