Clued In: How to keep customers coming back again and again - Essay Example

Carbone provides compelling advices for controlling and taking care of the customer experience as a whole and how companies can take advantage of this system. Whether the company is business to business or business to consumer, Clued In provides clear and practical solutions for measuring present customer experiences, and creating and implementing a new customer experience program to turn infrequent customers to loyal customers. The author initiates readers into his system by making them recall particular fundamental business facts and employing these to make a statement.

“A business has to make money,” he notes, “and a business has to make customers… The customer is the ultimate arbiter of the value an organization creates and delivers.” The author likewise demonstrates how to analyze and measure current customer experiences, then formulate and execute new positive experiences for the customer to "steward" them over time, to make sure that they remain extraordinary, no matter how customers transform (78). According to Carbone, customer experience is the best opportunity to differentiate.

It may sometimes be the only opportunity, given the highly competitive modern world. Clued In gives managers and companies the instruments to design an excellent customer experience, regardless of the product or target customers. In addition, Lewis Carbone imparts the “Sensory building blocks” (53) of experience companies and products are already consciously or unconsciously sending out to customers. He demonstrates how to re-design these "clues" into a constant, potent experience that carries on directly to customer desire and choice.

This partiality can help companies distinguish themselves from almost any competitor. Thus, when businesses are “clued in” to what customers really want and when the experiences that are being provided is aligned to the desire of the customers, businesses have