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

by Lewis 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.

Genres: Business

304 pages, Kindle Edition

First published May 14, 2004

Reviews

[المهند السبيعي · Rating 3 out of 5]

The book from knowledge perspective has many foundational concepts that anyone on customer experience field should be aware of, so I recommend reading it.

But the layout and design of the book make the reading experience very boring, the author should consider sending the content to production house to make it live (adding charts, diagrams, colors) ...etc.

The author used very complex and long terminologies such as : supercalifragilisticexpialidocious
Seriously (supercalifragilisticexpialidocious) the author need to consider the reading experience and select very common terminologies to make it easier for all readers.

[Katie Manty · Rating 5 out of 5]

This is still a timely book as brands work to embrace omnichannel experiences.

[Leader Summaries · Rating 5 out of 5]

Desde Leader Summaries recomendamos la lectura del libro Marketing de experiencias, de Lewis P. Carbone.
Las personas interesadas en las siguientes temáticas lo encontrarán práctico y útil: marketing y ventas, atraer y retener a los clientes.
En el siguiente enlace tienes el resumen del libro Marketing de experiencias, Cómo lograr que los clientes regresen una y otra vez: Marketing de experiencias

[Rob Taylor · Rating 5 out of 5]

A basic and valuable tool for anyone seeking a deep understanding of Customer Experience Management! Highly Recommend!!

[Phil Fox · Rating 2 out of 5]

I can't remember one thing about this book.

[Theodore Kinni · Rating 4 out of 5]

A terrific guide to the anatomy of a customer experience by one of the field's pioneers