Clued in

Lewis P. Carbone

272 pages, parution le 16/09/2004

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Résumé

The complete hands-on, how-to guide to engineering an outstanding customer experience!

Beyond Disney and Harley-Davidson--Practical, start-to-finish techniques to be used right now, whatever is sold.
Leverages the latest neuroscience to help readers assess, audit, design, implement and steward any customer experience.
By Lou Carbone, CEO of Experience Engineering, Inc., the world's #1 customer experience consultancy.

L'auteur - Lewis P. Carbone

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.

Sommaire

I. THE CASE FOR EXPERIENCE MANAGEMENT.
- Orange Roofs and the Mouse: A Tale of Two Icons
- Experience as a Value Proposition
- The Brand Canyon
- Experience Value Management
- Getting Clued In
- Approach To Experience Value Management
II. THE PRACTICE OF EXPERIENCE MANAGEMENT.
- The Discipline of Assessing Experience
- The Discipline of Auditing Experiences
- The Discipline of Designing Experiences
- The Discipline of Implementing Experiences
- The Discipline of Stewarding Experiences
- Afterword
- Appendix

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Prentice Hall
Auteur(s)	Lewis P. Carbone
Parution	16/09/2004
Nb. de pages	272
Format	16 x 23,5
Couverture	Relié
Poids	544g
Intérieur	Noir et Blanc
EAN13	9780131015500
ISBN13	978-0-13-101550-0