The Emotion of Customer Experience


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Best-selling author Lou Carbone will change the way you think about customer experience forever. Hear examples of companies bridging the brand canyon' to create on-going emotional connections with their customers. Understand how successful businesses find and manage experience "clues" and differentiate between brand management and experience management. Learn how to make the dynamic shift from making-and-selling to sensing-and-responding. Through illustrations from Fortune 100 clients, Carbone shares how to create and execute a systematic design and delivery of experience clues that will have immense impact on customer value, loyalty, and the bottom line.

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