Naïve orientation

  • Colin Shaw


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.


Customer Service Customer Experience Customer Expectation Customer Complaint Telltale Sign 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Colin Shaw 2005

Authors and Affiliations

  • Colin Shaw

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