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

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9780137071128: Clued in: How to Keep Customers Coming Back Again and Again

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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About the Author:

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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Book Description FT Press, 2004. Book Condition: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service! Summary: 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. Bookseller Inventory # ABE_book_new_0137071124

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Book Description Pearson Education (US), United States, 2010. Paperback. Book Condition: New. 229 x 152 mm. Language: English . Brand New Book. 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. Bookseller Inventory # AAS9780137071128

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Book Description Pearson Education (US), United States, 2010. Paperback. Book Condition: New. 229 x 152 mm. Language: English . Brand New Book. 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. Bookseller Inventory # AAS9780137071128

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Book Description Pearson Education (US). Paperback. Book Condition: new. BRAND NEW, Clued in: How to Keep Customers Coming Back Again and Again, Lewis P. Carbone, 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. Bookseller Inventory # B9780137071128

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