Clued In: How to Keep Customers Coming Back Again and Again (paperback)
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.
emotional value, or base their away-from-home lodging preferences on the presence or absence of absorbent linens that have been prefolded into the shapes of exotic birds and animals. Figure 5.7. Towel swan. Yet someone—probably someone relatively well-schooled in marketing or operations,—(a) thought this up, (b) had enough internal clout to decree that the organization would actually provide it on a continuing basis, and (c) found a way to budget not only for the training required to
organization; someone with passion. Once that leadership is identified, it's appropriate to establish the team. In assembling a design team, the first question to ask is, Where will you find people who generate great insights and the most creative and disciplined minds? Within the organization? Among outside specialists and subcontractors? From a mix of insiders and outsiders? Successful teams usually reflect what works best in a particular organization's corporate culture. As a rule, however,
health issues on your terms. Feeling strengthened means that you are in better overall health. And feeling renewed suggests that you are tuned up and ready to re-engage your world. Pat Vida, Vice President of Health Quality Partners, Inc., one of the tenants in the Wellness Center and operator of its Health Design Center, saw the power of the motif in practical terms one day while working out on a treadmill, of all places. After a day of intense work in an experience motif facilitation
move into implementing experience designs, weaving and orchestrating the strands of individual clues into a resilient system that resonates more consistently for customers because experience and the value created is at the core. Finally, Chapter 11 explores the transition to stewarding, in which efforts evolve into maintaining and evolving an experience management system that produces sustainable, effective ways to make money because of the way you are making customers. Finally, I've included
President of Community Affairs. Patients are greeted by a stuffed dog mascot named Jack, complete with black tie and a UH identification tag. In short order, Jack has become something of a local celebrity: A scrapbook records his travels; he appears in countless pictures with patients; he can be seen on pins with his likeness; and he is featured on murals in the examination rooms, complete with paw prints. The uncompromising dedication to what even the smallest patient feels has become the focal