Lewis Carbone - Clued in: How to Keep Customers Coming Back Again and Again

How To Keep Customers Coming Back Again and Again

Lewis P. Carbone

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2004 Pearson Education, Inc.
Publishing as Financial Times Prentice Hall
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Printed in the United States of America

First Printing

ISBN 0-13-101550-8

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This book is dedicated to my family, and to all the people who work to create and manage valuable experiences for others.

A convincing argument for understanding the total customer experience and must-reading for any manager concerned with growing demand. This book is full of important insights which are shared in a lucid, engaging way.

Gerald Zaltman, The Joseph C. Wilson Professor of
Business Administration, Harvard Business School,
and author of How Customers Think

In today's business environment, one can pick being product-focused, marketing-focused or consumer-focused. If you choose to be consumer focused, this is the book to read. Clued In is experience management 2.0.

Watts Wacker, FirstMatter LLC
and author of The Visionary's Handbook:
Nine Paradoxes that will Shape the Future of Your Business

A must-read for CEOs in business, industry, health care, service, or education because it has the power to totally re-direct a marketing or strategic plan to immediately provide a value-added experience for customers.

Ronald A. Swanson, D. Ed., Chancellor
Brown College, St. Paul, MN

Lou Carbone is to customer experiences what Edward Demming was to the quality movementa pioneer in developing and codifying a managerial discipline around an important but abstract value. For more than 15 yearslong before "customer experience" became a recognized business priorityCarbone has been helping companies design and execute what he calls "experience blueprints." In this book, he goes beyond hype, analogies and bumper-sticker exhortations to offer managers a proven set of principles, tools and prescriptions for delivering a holistic and preference-creating value proposition.

Stephan Haeckel, retired Director of Strategic Studies at
IBM's Advanced Business Institute, and author of Adaptive Enterprise:
Creating and Leading Sense-And-Respond Organizations

Carbone opens our eyes to the importance of experience in creating lasting relationships between companies and their customers. He gives us a framework to assess, design and implement the clues that sum up to preference, loyalty and profit. Companies that leave these clues to chance do so at their peril.

Nick Agelidis, Director, Customer Service
Nissan North America Inc.

It's time we realize that value is held in the minds and hearts of our customers, and is based on the total experience they have with our companies. Clued In does a tremendous job of demonstrating how we make this a conscious and repeatable strategy.
Our companies create experiences for our customers every minute of every day. In Clued In , Lou Carbone guides us through the conscious creation of these experiences, and how they translate into value in the minds and hearts of our customers and ultimately for our companies.

Chuck Feltz, President of Deluxe Financial Services

Lou Carbone and his collaborator, Steve Haeckel, invented customer experience management in a groundbreaking article in 1994. Carbone has amassed vast knowledge of this vital subject in over 15 years of practice.

Dr. Leonard L. Berry, Distinguished Professor of Marketing,
Texas A&M University, and author of Discovering the Soul of Service

Clued In provides a powerful look into the world of understanding experience management. The case examples and frameworks create a rich language and understanding of how to "clue in" to customer and employee experiences. The book paves a roadmap for leaders on how to get started in better designing and managing experiences. Lou's passion for experience management was contagiousI found myself inspired and even more energized about the experience management journey Lou helped us begin at Taco Bell.

Emil J. Brolick, President and Chief Concept Officer, Taco Bell

Lou Carbone deeply understands customers' experiences through the management of clues. These insights, shared in Clued In , help the rest of us build consistent and practical experience management activities that deliver repeatable and effective results.

Mike Long, President and COO
Arrow North American Computer Products

Finally... a book that doesn't just tell us why "customer experience" matters and of the impending disasters that may await us when we get it wrong, but instead gives us a step-by-step toolkit on how to get it right and make it a part of our management practices today.

John C. Ryan, Chairman/CEO
John Ryan Companies, The Art and Science of Financial Retailing

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