Clued In How to Keep Customers Coming Back Again and Again

ISBN-10: 0137071124
ISBN-13: 9780137071128
Edition: 2004
Authors: Lewis Carbone
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Book details

List price: $34.99
Copyright year: 2004
Publisher: FT Press
Publication date: 5/14/2004
Binding: Paperback
Pages: 304
Size: 6.00" wide x 9.00" long x 0.75" tall
Weight: 0.880
Language: English

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.

Introduction
The Case for Experience Management
Orange Roofs and the Mouse: A Tale of Two Icons
The Roots of Experience
Seeing Orange
Making Clues Systematic
A World APart
Experience by Design
Experiential Vision
Enduring Lessons
A Constant Learning Process
Experience Evolution
References
Experience as a Value Proposition
Smelling the Coffee
A Valuable Cup of "Joe"
Customers, Coffee, and Doughnuts
An Alan Wrench for Your Thinking
Taking the Next Step
References
The Brand Canyon
Brand and Experience
Exploring Experience Motifs
Brand Junction
A Tipping Point? Below the Radar
References
Experience Value Management
The Preference Model
Tying a Ribbon around Experience
Clue Math
Principles of Experience Value Management
Value-Added Education
Focusing on Clues
References
Getting Clued In
More About Clues
Works Right, Feels Right
Clued In
Clue Clusters
Clues in Action. the Mechanic Side
Too Much of a Good Thing? the Humanic Side
Connecting with Customers
Making Clues Count
References
Approach to Experience Value Management
Managing Experience Value
Process and Experience
Establishing a Context
Deliberate Systems
Systems Perspective
Start at the End First
Systematic Stagecraft
It's Really About Performance
Casting Calls
Realistic Expectations
Managing the Value Proposition
A Disciplined Approach. the Disciplines of Experience Value Management
Developing Competencies and Tools
Thinking Systematically
References
The Practice of Experience Management
The Discipline of Assessing Experience
Why Assess? Exploring Experience Topography
Assessing with Purpose
Organizational Inclination
Audiences and Experiences
Experience Insight Wellsprings
Employee Experiences
Leveraging the Moment
Eye-Opening Discoveries
Internal Experiences
Creating a Sound Foundation
References
The Discipline of Auditing Experiences
Multiple Perspectives
Auditing Components
Transforming Experiences by Observing
Emergency Sensitivities
Widening the Vision
Stretching Physical Boundaries
Everything Counts
Gaining Emotional Insights
Staying on Target
Insights through Communication
Obvious and Subtle
Audit the Full Spectrum
Expect More
References
The Discipline of Designing Experiences
Illusions and Realities
Experience Design Practices
References
The Discipline of Implementing Experiences
Experiential Leadership
Familiar Approaches: A Clued-in Team
References
The Discipline of Stewarding Experiences
Understanding Experience Harmonics
Experiential Learning Quest
Getting Clued In
Words and Meaning
Start Where You Want to Finish
On a Role
Stewards of True Value
References
Afterword
Appendix
Acknowledgments
Index

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