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

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Chapter 11. The Discipline of Stewarding Experiences

There's a great sense of ongoing responsibility in the word stewardship, which makes it an apt choice to describe the remaining discipline of the practice of experience management. The root word, steward, can be traced back to the fifteenth century, where it meant not only a ship's officer "in charge of provisions and meals," but also a trusted and powerful agent in a noble house who acted as a sort of general manager of the lord's manor or castle to keep things running smoothly.

As an experience management discipline, stewarding isn't simply a matter of monitoring and measuring. Neither is it a new twist on the familiar tenets of quality management, although it fosters and embraces continuous ...

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