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Managing your customer experience: the Customer Experience Pyramid™

In: Building Great Customer Experiences

Author

Listed:
  • Colin Shaw
  • John Ivens

Abstract

There are no truer words spoken than these. Ask the great football (soccer) managers or American Football coaches if they achieved their success by leaving things to chance. Ask them if they have a style of play, a plan for each game, tactics they deployed to win a game. Of course they do. Ask any military leaders if they spend time thinking and planning a battle before engaging in it, breaking down the strategic objectives into the elements that will give them success. Of course they do. Nothing is left to chance: you make your own luck.

Suggested Citation

  • Colin Shaw & John Ivens, 2002. "Managing your customer experience: the Customer Experience Pyramid™," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 9, pages 149-165, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-55471-9_9
    DOI: 10.1057/9780230554719_9
    as

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