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

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

by Lewis Carbone
     
 

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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.<

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Overview

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.

Product Details

ISBN-13:
9780132703840
Publisher:
Pearson Education
Publication date:
04/14/2010
Sold by:
Barnes & Noble
Format:
NOOK Book
Pages:
304
Sales rank:
519,305
File size:
2 MB

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