Book summary
Clued In
How To Keep Customers Coming
Back Again and Again
Lewis P. Carbone

Brand Value How i feel about the company
Customer Value How i feel in the experience
Figure 3.1 Value relationships

Rejection Acceptance Preference
(negative differentation) (NO Differentation) (Positive Differentation)
- Commodity
Zone +
Figure 4.1 Experience Preference Model (TM).

Humanic Clues Mechanic Clues
Conscious Conscious
Unconscious Unconscious
Sensory Sensory
What i need or desire
What i expect
Wh