Experience Management thought leader and author Lou Carbone urges managing "experience clues", conscious and unconscious, because clues affect the emotions that shape customer attitudes that drive their behaviors. He stresses the need to adapt our business thinking from the "make and sell" approaches of the industrial age to "sensing and responding"-a dynamic change that requires new framing and competencies. He discusses how the systematic design and delivery of experiences can be achieved, and the immense impact this has on customer value, loyalty, and the bottom line.
8. engineering customer experiences
• move from “make and sell” to “sense and respond”
• customer back (emotional/rational bond)
• understand and leverage role of the unconscious mind
• clue conscious
• rigorous systems to develop and manage clues