Clued In Podcast with Lou Carbone

In this short yet insightful episode of Clued In, Lou gets right to the point and poses a question for organizations…are you in a state of ‘break-through’ or ‘break/fix’? Either one may be the appropriate direction for your organization at this moment but it’s important to understand the path you are on as they do not lead to the same destination.

Focusing on break/fix (correcting the things customers tell you need improvement) may result in perfecting things customers do not perceive to be of value. Taking a ‘break through’ approach provides the ability to step back and begin to build a distinct experience for your customers (or employees) that delivers the emotional end-frame…how they feel about themselves in the experience

Show Notes

In this short yet insightful episode of Clued In, Lou gets right to the point and poses a question for organizations…are you in a state of ‘break-through’ or ‘break/fix’? Either one may be the appropriate direction for your organization at this moment but it’s important to understand the path you are on as they do not lead to the same destination.

Focusing on break/fix (correcting the things customers tell you need improvement) may result in perfecting things customers do not perceive to be of value. Taking a ‘break through’ approach provides the ability to step back and begin to build a distinct experience for your customers (or employees) that delivers the emotional end-frame…how they feel about themselves in the experience

What is Clued In Podcast with Lou Carbone?

Clued In with Lou Carbone is an opportunity to hear from Lou and guests. Recognized globally at forefront of the creation of experience management as a business discipline Lou will expand your perspectives. The impact you can make in the CX, EX, and Patient Experience space will be enhanced by Lou’s distinctive and unique vision and foresight in the space.

Lou is the author of Clued In, How to Bring Customers Back Again and Again; numerous widely cited academic articles, 100’s of lectures at business schools, as well as over a thousand presentations and Keynote Addresses globally. Carbone is the founder and CEO of the first company ever that was dedicated solely to the science and art of experience management Experience Engineering®.