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Reflections of the authors, Colin, Qaalfa and Steven …

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Customer Experience

Abstract

We remember:

  • ■ when Colin’s wife Lorraine said, “Why would I want to have a mobile phone or use email?”

  • ■ when mobile phones were so small they could fit in an attaché case

  • ■ when the remote control was the kids!

  • ■ when lemonade soda was delivered to your front door

  • ■ using a payphone

  • ■ when no car had air conditioning

  • ■ not having the internet

  • ■ not having a computer at home or at work

  • ■ photocopying memos to share with the team

  • ■ being in the queue in the 1970s when the first McDonald’s opened in London, England

  • ■ when supermarkets were a new concept

  • ■ typing pools at work

  • ■ when there was no such thing as political correctness

  • ■ when kids played in the street

  • ■ when the insurance man used to collect your money from your house

  • ■ black and white television

  • ■ when you didn’t have to wear seat belts in a car

  • ■ when writing a check made out to yourself was the only way to get cash from the bank

  • ■ when it was a big deal that a calculator didn’t require batteries — solar power had arrived

  • ■ when music portability went from vinyl 45s to eight-track to cassette tapes to CDs

  • ■ when you bought an extra-long cord for the phone so you could speak with some privacy in the other room.

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© 2010 Colin Shaw, Qaalfa Dibeehi, Steven Walden

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Shaw, C., Dibeehi, Q., Walden, S. (2010). Reflections of the authors, Colin, Qaalfa and Steven …. In: Customer Experience. Palgrave Macmillan, London. https://doi.org/10.1057/9780230291775_1

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