Book Review: Clued In

nBook Description

nGood, bad, or indifferent, every customer has anexperience with your company and the productsor services you provide. But few businesses reallymanage that customer experience... so they losethe chance to transform customers into lifetimecustomers. In this book, Lou Carbone shows exactly how toengineer world-class customer experiences, oneclue at a time. Carbone draws on the latest neuroscientificresearch to show how customers transformphysical and emotional sensations into powerfulperceptions of your business... perceptions thatcrystallize into attitudes that dictate everythingfrom satisfaction to loyalty. And he explains how to assess and audit existingcustomer experiences, design and implement newones... and "steward" them over time, to ensurethat they remain outstanding, no matter how yourcustomers change. Experience as a value propositionnBuilding systems that reflect your customers'deepest needs and desiresnnThe mouse vs. the orange roofnWhy Disney succeeded and Howard Johnson'sfailednnThe disciplines of experience managementnExperience assessment, auditing, designing,implementation, and morennExperience stewardship for the long termnfreshing your experiences to reflect changingneeds and desiresnnn * Understand how your customers think and feel, and how they interact with your productsn * and servicesn * Assess, audit, design, implement, and steward any customer experiencen * Beyond Disney and Harley-Davidson: solutions for every industry, product, or service n