Abstract
In my experience this is true of many organizations today. This, in my view, is why the Customer Experience of most organizations is boring and bland. As you have seen from our research,2 there are a lot of people who understand a great deal more about the Customer Experience than they have implemented. Like me, people enjoy the intellectual stimulation of the learning. They enjoy debating what they could do, and even what they should do. They enjoy reading the books, attending conferences and training events, and so on. But what has changed because of it? They may have changed their own personal “orientation” but the organization’s orientation has not changed for the customers.
Others can stop you temporarily; only you can do it permanently.
Don Ward
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Copyright information
© 2005 Colin Shaw
About this chapter
Cite this chapter
Shaw, C. (2005). Understanding, action, and embedding. In: Revolutionize Your Customer Experience. Palgrave Macmillan, London. https://doi.org/10.1057/9780230513457_10
Download citation
DOI: https://doi.org/10.1057/9780230513457_10
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-51834-0
Online ISBN: 978-0-230-51345-7
eBook Packages: Palgrave Business & Management CollectionBusiness and Management (R0)