This volume offers a complete hands-on, how-to guide to engineering an outstanding customer experience.

Good, bad, or indifferent, every customer has anexperience with your company and the productsor services you provide. But few businesses reallymanage that customer experience... so they losethe chance to transform customers into lifetimecustomers.In this book, Lou Carbone shows exactly how toengineer world-class customer experiences, oneclue at a time.Carbone draws on the latest neuroscientificresearch to show how customers transformphysical and emotional sensations into powerfulperceptions of your business... perceptions thatcrystallize into attitudes that dictate everythingfrom satisfaction to loyalty.And he explains how to assess and audit existingcustomer experiences, design and implement newones... and "steward" them over time, to ensurethat they remain outstanding, no matter how yourcustomers change.Experience as a value propositionBuilding systems that reflect your customers'deepest needs and desiresThe mouse vs. the orange roofWhy Disney succeeded and Howard Johnson'sfailedThe disciplines of experience managementExperience assessment, auditing, designing,implementation, and moreExperience stewardship for the long termfreshing your experiences to reflect changingneeds and desiresUnderstand how your customers think and feel, and how they interact with your productsand servicesAssess, audit, design, implement, and steward any customer experienceBeyond Disney and Harley-Davidson: solutions for every industry, product, or serviceCustomer experience is your best opportunity for differentiation... often, your only opportunity.Clued In gives you the tools to craft an outstanding customer experience--no matter what yousell, or who you sell it to.Lou Carbone reveals the sensory building blocks of experience you're already delivering tocustomers, whether you know it or not. He shows how to re-craft these "clues" into a consistent,powerful experience that leads directly to customer preference... a preference that can help youdifferentiate practically anything.Carbone covers the entire process, hands-on: organizing your "experience design" team...evaluating the experience you're already delivering... designing manageable clues that connectwith customer desire... rolling out new experiences... and making customer experience bothsustainable and profitable.Your company needs to move from creating great products and services tocreating great experiences.

• Introduction
• I
• THE CASE FOR EXPERIENCE MANAGEMENT
• Orange Roofs and the Mouse
• A Tale of Two Icons
• The Roots of Experience
• Seeing Orange
• Making Clues Systematic
• A World Apart
• Experience by Design
• Experiential Vision
• Enduring Lessons
• A Constant Learning Process
• Experience Evolution
• References
• Experience as a Value Proposition
• Smelling the Coffee
• A Valuable Cup of Joe
• Customers, Coffee, and Doughnuts
• An Alan Wrench for Your Thinking
• Taking the Next Step
• References
• The Brand Canyon
• Brand and Experience
• Exploring Experience Motifs
• Brand Junction
• A Tipping Point? Below the Radar
• References
• Experience Value Management
• The Preference Model
• Tying a Ribbon around Experience
• Clue Math
• Principles of Experience Value Management
• Value
• Added Education
• Focusing on Clues
• References
• Getting Clued In
• More About Clues
• Works Right, Feels Right
• Clued In
• Clue Clusters
• Clues in Action
• The Mechanic Side
• Too Much of a Good Thing? The Humanic Side
• Connecting with Customers
• Making Clues Count
• References
• Approach To Experience Value Management
• Managing Experience Value
• Process and Experience
• Establishing a Context
• Deliberate Systems
• Systems Perspective
• Start at the End First
• Systematic Stagecraft
• It's Really About Performance
• Casting Calls
• Realistic Expectations
• Managing the Value Proposition
• A Disciplined Approach
• The Disciplines of Experience Value Management
• Developing Competencies and Tools
• Thinking Systematically
• References
• II
• THE PRACTICE OF EXPERIENCE MANAGEMENT
• The Discipline of Assessing Experience
• Why Assess? Exploring Experience Topography
• Assessing with Purpose
• Organizational Inclination
• Audiences and Experiences
• Experience Insight Wellsprings
• Employee Experiences
• Leveraging the Moment
• Eye
• Opening Discoveries
• Internal Experiences
• Creating a Sound Foundation
• References
• The Discipline of Auditing Experiences
• Multiple Perspectives
• Auditing Components
• Transforming Experiences by Observing
• Emergency Sensitivities
• Widening the Vision
• Stretching Physical Boundaries
• Everything Counts
• Gaining Emotional Insights
• Staying on Target
• Insights through Communication
• Obvious and Subtle
• Audit the Full Spectrum
• Expect More
• References
• The Discipline of Designing Experiences
• Illusions and Realities
• Experience Design Practices
• References
• The Discipline of Implementing Experiences
• Experiential Leadership
• Familiar Approaches
• A Clued
• in Team
• References
• The Discipline of Stewarding Experiences
• Understanding Experience Harmonics
• Experiential Learning Quest
• Getting Clued In
• Words and Meaning
• Start Where You Want to Finish
• On a Role
• Stewards of True Value
• References
• Afterword
• Appendix
• Acknowledgments
• Index