Abstract
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.
When you see a successful business someone once made a courageous decision.
Peter Daucher
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© 2005 Colin Shaw
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Shaw, C. (2005). Enlightened orientation. In: Revolutionize Your Customer Experience. Palgrave Macmillan, London. https://doi.org/10.1057/9780230513457_8
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DOI: https://doi.org/10.1057/9780230513457_8
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-51834-0
Online ISBN: 978-0-230-51345-7
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