Clued In: How to Keep Customers Coming Back Again and Again

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Pearson Education, Mar 31, 2010 - Business & Economics - 304 pages
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Good, bad, or indifferent, every customer has an experience with your company and the products or services you provide. But few businesses really manage that customer experience, so they lose the chance to transform customers into lifetime customers.  In this book, Lou Carbone shows exactly how to engineer world-class customer experiences, one clue at a time.

Carbone draws on the latest neuroscientific research to show how customers transform physical and emotional sensations into powerful perceptions of your business... perceptions that crystallize into attitudes that dictate everything from satisfaction to loyalty. And he explains how to assess and audit existing customer experiences, design and implement new ones... and "steward" them over time, to ensure that they remain outstanding, no matter how your customers change.


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User Review  - Jozzer - LibraryThing

This book offers a practical stepping guide to setting up your own experience marketing. At the same time it explains why this type of marketing replaces the old ways of doing it. Since I was never ... Read full review


A Tale of Two Icons
Experience as a Value Proposition
In Chapter 1 youll start off with an indepth comparison case
The Brand Canyon
Experience Value Management

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About the author (2010)

LOU CARBONE has been exploring the dynamics of experience creation and management for 20 years. He founded and currently serves as CEO of Experience Engineering, an experience-consulting firm whose clients include IBM, General Motors, Avis, Allstate, Audi, Blockbuster, RBC Financial, Office Depot, H&R Block, Taco Bell, Allina Health Systems, and many other leading organizations. Carbone collaborated with Steve Haeckel on "Engineering Customer Experiences," the seminal article that introduced the concept of customer experience.

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