Clued In: How to Keep Customers Coming Back Again and Again
by Lewis Carbone
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Book Summary Information
Author: Lewis CarboneEdition: Hardcover
Audio: English (Original Language); English (Unknown); English (Published)
Published: 2004-05-24
ISBN: 0131015508
Number of pages: 304
Publisher: FT Press
Book Reviews of Clued In: How to Keep Customers Coming Back Again and Again
Book Review: This is great!
Summary: 5 Stars
Not really sure why I bought this book. The title certainly did nothing to reveal what a gem it would turn out to be. I mean..Clued In? It makes sense once you start reading the book but it is certainly somewhat obscure for a business title.
However, it you do manage to get past the cover, you'll find one of the best books on this topic that I"ve ever read. And I've read quite a few.
Author Lewis Carbone clearly knows his stuff and his passion for the topic comes out as you turn over the pages. The book is literally full of insightful case studies and reveals a depth of understanding and practical advice that makes the book truely memorable.
This is not a book to casually flick through, it demands your serious attention. I'll certainly be going back to it again and again. Buy it!
Summary of Clued In: How to Keep Customers Coming Back Again and Again
Every customer has an experience with a product, service, or brand--good or bad. But few businesses know how to systematically manage customer experience, so they lose their best opportunity to leverage the long-term value of their customer relationships. Now, one of the field's top consultants shows how to engineer customer experiences from start to finish. Experience Engineering founder/CEO Lou Carbone draws on the latest neuroscientific research, explaining how an impressionistic mosaic of physical and emotional sensations is filtered through the senses, assembled into a powerful perception, and crystallized into attitudes that dictate everything from customer satisfaction to long-term loyalty. Next, he systematically explains how to assess and audit existing customer experiences, design and implement new ones, and steward them over time, to ensure consistent excellence and improvement. Increasingly, customer experience is a business' only opportunity for differentiation. This book gives readers the tools to craft an outstanding customer experience, no matter what they sell, or to whom it is sold.Readers will leave this book with a clear and actionable plan for managing the experiences that define their businesses--and their futures--on a day-to-day basis.Customer Service Books
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