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

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Chapter 5. Getting Clued In

Once you're clued in, the thrill of hunting for clues and the meaning and importance of clues in managing experiences can be exhilarating. Perhaps, putting the puzzle of experience clues together will remind some of you, as it does me, of the same thrill I remember when playing the board game Clue as a child—the excitement of adding up the clues and developing the hypothesis that the "perpetrator" of the crime was Colonel Mustard, using the rope in the dining room.

If you could see the atomic structure of an experience, you would find it comprised of a complex array of interlinked sensory clues. Sights. Sounds. Smells. Tastes. Tactile sensations. Conscious and unconscious thoughts and feelings and "real" data absorbed ...

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