Clued In

This book is notable for its practical side. The first chapters provide a useful review of the stakes of managing the customer experience, using several examples to emphasize the difference that this choice can make in the success of a company. However, the main interest of the book lies in its analysis of what defines an experience, i.e. the combination of many small ""clues"" leading to a consistent experience. The customer experience consequently cannot be left up to chance. The author proposes many tools to study the customer experience right down to the tiniest detail, design a distinctive overall experience, then implement it by orchestrating all of the relevant clues.