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Title: Great book, but leaves a few essentials out
Review: Lewis Carbone knows his stuff, and it shows in his offering, Clued In. We are going through the process at our company and, although we see the potential and understand what Carbone means by the "customer experience," it still requires a psychologist on staff to help us understand how to go about "mining for clues." In a nutshell, great book, gets everyone on board in seeing the potential for increased bottom line. But mining for clues is an essential part of the process, and Mr. Carbone leaves the reader with a feeling that the process is somehow mystical.
