Clued In: How to Keep Customers Coming Back Again and Again
Posted in User Communities, User Engagement, User Experience on February 19th, 2010 by Anne Gentle – View Comments
Wow, I’m reading Clued In:How to Keep Customers Coming Back Again and Again by Lewis Carbone (Amazon link). It contains timeless stories through decades of customer service. It describes rich experience management as the business of making clues about customers systematic and embeded throughout the values in a company – where decisions are made based [...]