Abstract
How many of the customer experience sound bites above have you personally experienced? At one point or another, we are sure you have probably heard them all. Do you remember what emotions they evoked? It was probably a combination of frustration, resentment, amazement, incredulity and infuriation. Why does this happen? Granted, some of this will be down to the culture and people issues of the organization; however, a large percentage will also be down to the processes and systems that companies choose to put in place.
You can either take action, or can hang back and hope for a miracle.
Peter Drucker
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Notes
Darrell K. Rigby, Fredrick F. Reinfield and Phil Schefter, ‘Avoid the four perils of CRM’, Harvard Business Review, February 2002.
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© 2002 Colin Shaw and John Ivens
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Shaw, C., Ivens, J. (2002). The implications of processes and systems on the customer experience. In: Building Great Customer Experiences. Palgrave Macmillan, London. https://doi.org/10.1057/9780230554719_5
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DOI: https://doi.org/10.1057/9780230554719_5
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-4039-3949-4
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