Clued In

How to Keep Customers Coming Back Again and Again

Business & Finance, Marketing & Sales, International
Cover of the book Clued In by Lewis Carbone, Pearson Education
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Author: Lewis Carbone ISBN: 9780132703840
Publisher: Pearson Education Publication: March 31, 2010
Imprint: FT Press Language: English
Author: Lewis Carbone
ISBN: 9780132703840
Publisher: Pearson Education
Publication: March 31, 2010
Imprint: FT Press
Language: English

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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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