Abstract
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.
People seldom see the halting and painful steps by which the most significant success is achieved.
Anne Sullivan
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© 2005 Colin Shaw
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Shaw, C. (2005). Natural orientation. In: Revolutionize Your Customer Experience. Palgrave Macmillan, London. https://doi.org/10.1057/9780230513457_9
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DOI: https://doi.org/10.1057/9780230513457_9
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-51834-0
Online ISBN: 978-0-230-51345-7
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