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

Carbone, Lewis P.

ISBN 10: 0131015508 / ISBN 13: 9780131015500

Published by Ft Pr, 2004

About this Item

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Bibliographic Details

• Title: Clued in: How to Keep Customers Coming Back Again and Again
• Publisher: Ft Pr
• Publication Date: 2004
• Language: English
• ISBN 10: 0131015508
• ISBN 13: 9780131015500
• Binding: hardcover
• Condition: Very Good

About this title

Synopsis

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.

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.