Clued In How to Keep Customers Coming Back Again and Again (paperback)

Name: Clued In How to Keep Customers Coming Back Again and Again (paperback)
Price: 5.39 USD
Availability: InStock
ISBN: 9780137071128

ISBN-10: 0137071124

ISBN-13: 9780137071128

Edition: 2004

Authors: Lewis Carbone

List price: $34.99

30 day, 100% satisfaction guarantee!

Marketplace

3 new & used from $5.39

what's this?

Rush Rewards U
Members Receive:

You have reached 400 XP and carrot coins. That is the daily max!

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