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Clued In: How To Keep Customers Coming Back Again and Again by Lewis P. Carbone

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Chapter 1. Orange Roofs and the Mouse: A Tale of Two Icons

Clued-in management focuses on the total experience as the customer value proposition. Before laying out the case for this powerful approach, it will be instructive to see just how dynamic a force experience can be to a company's bottom line and vitality. Consider two organizations—one once identified by orange roofs and the other known by mouse ears—and the effects which decades of effective and ineffective experience management had on their respective fortunes.

The Roots of Experience

Roll back the calendar to the 1950s. In terms of business strategy this qualifies as close to the dawn of recorded experience management history. Yes, businesses managed their business before then. And ...

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