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Title Details

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Title   Clued in How to Keep Customers Coming Back Again & Again 

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Author   CARBONE  ISBN   9780131015500  Add to shopping cart   
Publisher   Prentice Hall  Group   Commerce/Law View shopping cart
Binding   Hardback Category   Marketing  Terms and conditions
Edition   1/2004 Type   Go back
Publication Year    
Subject    
Stock Status   Not currently in stock - contact store for availability 
Order Status   Not currently on order 
Synopsis Every customer has an experience with a product, service, or brand-good or bad. But few businesses know how to systematically manage customer experience, so 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. Experience Engineering founder/CEO Lou Carbone draws on the latest neuroscientific research, explaining 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. Increasingly, customer experience is a business' only opportunity for differentiation. This book gives readers the tools to craft an outstanding customer experience, no matter what they sell, or to whom it is sold.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.

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