As you can see Waynn and his team at the Cerritos Library have spent a great deal of time creating a deliberate Customer Experience that recognizes the critical importance of customer emotions, and have also planned how to use the senses to evoke these. Every tiny detail is thought through to deliver the deliberate Customer Experience. These examples embody a number of the traits of a Natural organization.
KeywordsMoment Mapping Dung Beetle Natural Organization Customer Experience Natural Orientation
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