Clued in: How to Keep Customers Coming Back Again and Again
Drawing on neuroscientific research, this book explains how a mosaic of physical and emotional sensations is filtered through the senses, assembled into a powerful perception, and crystallized into attitudes that dictate everything from customer satisfaction to long-term loyalty.
EXCERPTS: Married To The Brand - Part IV
Posted December 1, 2005, 2:34 PM with category of Management & Workplace CultureSTOKING THE FIRES OF PASSION When researchers dug into what it takes to build brand Passion, there were three obvious conclusions: First, the particular drivers of Passion vary by category and by brand. What passionately bonds a car owner to a BMW is not the same thing that forges relationships for Lexus, Jaguar, or Volvo owners. Second, it's never just one thing, like the styling or the handling for an automobile. Read more
NEWS & OPINION: Fast Company Book Mentions - Dec. 2004
Posted December 9, 2004, 1:04 PM with category of Publishing IndustryI expanded my ongoing column on the business books mentioned in Fast Company to include all books. You'll see why. In the Fast Talk section, they talk with Asya Muchnick, editor of Little, Brown. Read more
NEWS & OPINION: Worth* Reads
Posted October 26, 2004, 6:18 PM with category of Publishing IndustryThe coroners at Brand Autopsy have posted their 3rd edition of the Worthy and Worthless Reads. Read more
JACK COVERT SELECTS: Jack Covert Selects--Clued In
Posted July 12, 2004, 3:26 PM with category of Management & Workplace CultureClued in: How to Keep Customers Coming Back Again and Again by Lewis P. Carbone, Financial Times/Prentice Hall, 256 pages, $25. 95 Hardcover, May 2004, ISBN 0131015508 Satisfying customers is one thing, but how can we keep satisfied customers coming back? Read more
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