Clued in (Heftet)

How to Keep Customers Coming Back Again and Again


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Innbinding: Heftet
Utgivelsesår: 2004
Antall sider: 304
Forlag: Pearson Education (US)
Språk: Engelsk
ISBN/EAN: 9780137071128
Omtale: Clued in
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.

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