MARC Record from marc_nuls

LEADER: 03850nam 2200301Ia 4500
001 9921587170001661
005 20150423135309.0
008 040618s2004 njua 001 0 eng d
020 $a0131015508
035 $a(CSdNU)u220159-01national_inst
035 $a(OCoLC)55675516
035 $a(OCoLC)55675516
040 $aVYF$cVYF$dOrPss
049 $aCNUM
090 $aHF5415.5$b.C37 2004
100 1 $aCarbone, Lewis P.
245 10 $aClued in :$bhow to keep customers coming back again and again / $cLewis P. Carbone.
260 $aUpper Saddle River, NJ :$bFT Prentice Hall,$cc2004.
300 $axxviii, 272 p. :$bill. ;$c24 cm.
504 $aIncludes bibliographical references and index.
505 0 $aThe Case for Experience Management -- Orange Roofs and the Mouse: A Tale of Two Icons -- The Roots of Experience -- Seeing Orange -- Making Clues Systematic -- A World Apart -- Experience by Design -- Experiential Vision -- Enduring Lessons -- A Constant Learning Process -- Experience Evolution -- Experience As a Value Proposition -- Smelling the Coffee -- A Valuable Cup of "Joe" -- Customers, Coffee, and Doughnuts -- An Alan Wrench for Your Thinking -- Taking the Next Step -- The Brand Canyon -- Brand and Experience -- Exploring Experience Motifs -- Brand Junction -- A Tipping Point? -- Below the Radar -- Experience Value Management -- The Preference Model -- Tying a Ribbon Around Experience -- Clue Math -- Principles of Experience Value Management -- Value-Added Education -- Focusing on Clues -- Getting Clued in -- More About Clues -- Works Right, Feels Right -- Clued In -- Clue Clusters -- Clues in Action -- The Mechanic Side -- Too Much of a Good Thing? -- The Humanic Side -- Connecting with Customers -- Making Clues Count -- Approach to Experience Value Management -- Managing Experience Value -- Process and Experience -- Establishing a Context -- Deliberate Systems -- Systems Perspective -- Start at the End First -- Systematic Stagecraft -- It's Really About Performance -- Casting Calls -- Realistic Expectations -- Managing the Value Proposition -- A Disciplined Approach -- The Disciplines of Experience Value Management -- Developing Competencies and Tools -- Thinking Systematically -- The Practice of Experience Management -- The Discipline of Assessing Experience -- Why Assess? -- Exploring Experience Topography -- Assessing with Purpose -- Organizational Inclination -- Audiences and Experiences -- Experience Insight Wellsprings -- Employee Experiences -- Leveraging the Moment -- Eye-Opening Discoveries -- Internal Experiences -- Creating a Sound Foundation -- The Discipline of Auditing Experiences -- Multiple Perspectives -- Auditing Components -- Transforming Experiences by Observing -- Emergency Sensitivities -- Widening the Vision -- Stretching Physical Boundaries -- Everything Counts -- Gaining Emotional Insights -- Staying on Target -- Insights Through Communication -- Obvious and Subtle -- Audit the Full Spectrum -- Expect More -- The Discipline of Designing Experiences -- Illusions and Realities -- Experience Design Practices -- The Discipline of Implementing Experiences -- Experiential Leadership -- Familiar Approaches: A Clued-in Team -- The Discipline of Stewarding Experiences -- Understanding Experience Harmonics -- Experiential Learning Quest -- Getting Clued In -- Words and Meaning -- Start Where You Want to Finish -- On a Role -- Stewards of True Value.
650 0 $aCustomer services$xEvaluation.
650 0 $aCustomer services$xQuality control.
650 0 $aConsumer behavior$xPsychological aspects.
650 0 $aOrganizational effectiveness$xManagement.
949 $aHF 5415.5 .C37 2004$i31786101819834
994 $a92$bCNU
999 $aHF 5415.5 .C37 2004$wLC$c1$i31786101819834$d10/23/2004$e10/17/2004 $f8/17/2004$g1$lCIRCSTACKS$mNULS$n1$rY$sY$tBOOK$u8/11/2004