Summary of Clued In

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8 Overall

8 Applicability

7 Innovation

7 Style


Pull up a chair, sit down and take notes in this virtual boardroom. With insider details gathered from decision-makers at major corporations, author Lewis P. Carbone gives you a close-up look at the business of customer satisfaction. From Howard Johnson to Starbucks, the author provides you-are-there clues about the customer marketing strategies that have fueled high-profile successes and caused major failures. Reading this book is like eavesdropping on top executives. The author enhances corporate scenarios with helpful charts and timelines that apply to all businesses, from mom-and-pop enterprises to major conglomerates. The text is occasionally repetitive, but that drives home important points. recommends this solid marketing tool to business owners and managers.

In this summary, you will learn

  • How to measure customer satisfaction;
  • Why corporate profitability must be balanced against customer needs;
  • How to create memorable customer experiences; and
  • Why you should adjust your presentation to meet shifting public tastes.

About the Author

Lewis P. Carbone is founder and chief executive officer of Experience Engineering, a consulting firm with a client roster that includes a variety of major corporations.



The Inside Information on Consumer Service
Howard Johnson Motels’ iconic, orange slanted roofs provide a fitting metaphor for the ups and downs of the consumer service industry. On the upside, the ground-breaking HoJo chain represented an important milestone in the hospitality industry...

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