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

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Chapter 10. The Discipline of Implementing Experiences

Managing experiences in a systematic way can literally open the eyes and change the mindset of an organization. You can feel the buzz. People at every level can see how powerful well-managed customer experiences can be in building customer preference and loyalty.

Dr. Robert Ernst, President of Northcentral Technical College (NTC) in Wausau, Wisconsin, explains, "I knew immediately when I first heard about managing the customers' experience that it would enhance the value, loyalty, and commitment our learners feel about the institution. The idea of managing experiences systematically is so logical and such a powerful source of value for the institution and its employees and students or customers. ...

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