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Published in:
2005 | OriginalPaper | Chapter
Naïve orientation
Author : Colin Shaw
Published in: Revolutionize Your Customer Experience
Publisher: Palgrave Macmillan UK
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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.