|
Clued In: How to Keep Customers Coming Back Again and Again |  | Author: Lewis Carbone
Publisher: FT Press
Category: Book
List Price: $34.99
Buy New: $19.99
as of 9/9/2010 11:37 UTC details
You Save: $15.00 (43%)
New (8) Used (3) Collectible (1) from $19.99
Seller: new_books_today
Rating:  12 reviews
Media: Paperback
Edition: 1
Pages: 304
Number Of Items: 1
Shipping Weight (lbs): 0.9
Dimensions (in): 9 x 6 x 0.8
ISBN: 0137071124
Dewey Decimal Number: 380
EAN: 9780137071128
Publication Date: April 10, 2010
Availability: Usually ships in 1-2 business days
| |
| Also Available In:
|
| Similar Items:
| |
| Editorial Reviews:
Product Description
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.
|
| Customer Reviews:
Showing reviews 1-5 of 12
Importance of experiences in Marketing April 24, 2010
Pedro Lopez Eiroa (DF , Mexico)
The book promotes an excellent balance between what customers value with what business value , using priorities and making an strong differentiation with the use of "experiential" promotion , design and results on sales and company performance.
One thing is how the customer feels about the company (Brand value) and other how the customer feels the experience (Customer Value); both trough experiential value , can reach the so called brand loyalty and the best financial performance for the company.
The author proposes a model of "experience preference" , in which reactions and impressions for the customer can easily be distinguished and clasified.The main idea is to promote a "sensory connection" trough the emotional side with the customers , trough "clues " that can impact the customer senses.
The book allows to differentiate and make a relatipnship (cause-effect) between attitudes , behavior and emotional connectivity in the so called "Experience design".
Excellent approach to better understanding the customers and influence their decitions about purchase , and more over , the post experience feelings to make them come back again forever.
This is great! March 8, 2007
David Laws (PA USA)
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!
 Great book, but leaves a few essentials out November 4, 2006
frank zeppelin (glen allen, va United States)
2 out of 2 found this review helpful
Lewis Carbone knows his stuff, and it shows in his offering, Clued In. We are going through the process at our company and, although we see the potential and understand what Carbone means by the "customer experience," it still requires a psychologist on staff to help us understand how to go about "mining for clues." In a nutshell, great book, gets everyone on board in seeing the potential for increased bottom line. But mining for clues is an essential part of the process, and Mr. Carbone leaves the reader with a feeling that the process is somehow mystical.
Great guide book for experience management May 9, 2006
Business Reader (TX USA)
1 out of 2 found this review helpful
Building on The Experience Economy, Carbone's book adds significant details and road maps to achieve experience management. Highly readable.
Highly Recommended! August 17, 2005
Rolf Dobelli (Switzerland)
0 out of 1 found this review helpful
Pull up a chair, sit down and take notes in this virtual boardroom. With insider details gathered from decision-makers at major corporations, author Lewis P. Carbone gives you a close-up look at the business of customer satisfaction. From Howard Johnson to Starbucks, the author provides you-are-there clues about the customer marketing strategies that have fueled high-profile successes and caused major failures. Reading this book is like eavesdropping on top executives. The author enhances corporate scenarios with helpful charts and timelines that apply to all businesses, from mom-and-pop enterprises to major conglomerates. The text is occasionally repetitive, but that drives home important points. We recommend this solid marketing tool to business owners and managers.
Showing reviews 1-5 of 12
|
|
|
CERTAIN CONTENT THAT APPEARS ON THIS SITE COMES FROM AMAZON SERVICES LLC. THIS CONTENT IS PROVIDED ‘AS IS’ AND IS SUBJECT TO CHANGE OR REMOVAL AT ANY TIME. | |
