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Erschienen in:
2005 | OriginalPaper | Buchkapitel
Enlightened orientation
verfasst von : Colin Shaw
Erschienen in: Revolutionize Your Customer Experience
Verlag: Palgrave Macmillan UK
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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.