Clued in
how to keep customers coming back again and again
- ISBN: 9780131015500
- Editorial: Prentice Hall
- Fecha de la edición: 2004
- Lugar de la edición: Upper Saddle River. None
- Colección: Financial Times
- Encuadernación: Cartoné
- Medidas: 24 cm
- Nº Pág.: 272
- Idiomas: Inglés
Few businesses know how to systematically manage customer experience. Consequently 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. Lou Carbone draws on latest neuroscience research to explain 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. 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.
