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All customers are irrational : understanding what they think, what they feel, and what keeps them coming back / William J. Cusick.

By: Material type: TextTextPublication details: New York : American Management Association, c2009.Description: x, 229 p ; 24 cmISBN:
  • 9780814414217 (trade)
  • 0814414214 (trade)
Subject(s): DDC classification:
  • 658.8/342 22
LOC classification:
  • HF5415.32 .C87 2009
Contents:
The bottom line : why customer experience really matters -- Your irrational customers : a look at how our brains work (and don't work) -- Brand promises : who or what are you, metaphorically speaking? -- Customer research : just what are your customers thinking? -- Prime time : how framing and context shape a customer's experience -- Irrational ain't stupid : the emotional component of high-end purchases -- A web of issues : online users know what they like, but they can't tell you -- Phoning it in : transform your phone interactions into powerful moments of truth -- Form or function : the power of emotional design -- Irrational employees : hire for emotion, train for skills -- Process this : tying it all together -- Getting started : three action steps you need to take first.
Summary: Customer experience consulting firm CEO William Cusick contends that customer retention should be the focus of companies, and provides strategies for dealing with seemingly irrational customer behavior.
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Holdings
Item type Current library Call number Status Date due Barcode
REGULAR University of Wollongong in Dubai Main Collection 658.8342 CU AL (Browse shelf(Opens below)) Available T0037198

Includes bibliographical references (p. 219-222) and index.

The bottom line : why customer experience really matters -- Your irrational customers : a look at how our brains work (and don't work) -- Brand promises : who or what are you, metaphorically speaking? -- Customer research : just what are your customers thinking? -- Prime time : how framing and context shape a customer's experience -- Irrational ain't stupid : the emotional component of high-end purchases -- A web of issues : online users know what they like, but they can't tell you -- Phoning it in : transform your phone interactions into powerful moments of truth -- Form or function : the power of emotional design -- Irrational employees : hire for emotion, train for skills -- Process this : tying it all together -- Getting started : three action steps you need to take first.

Publisher's Weekly, May 2009.

Publisher's Weekly.

Customer experience consulting firm CEO William Cusick contends that customer retention should be the focus of companies, and provides strategies for dealing with seemingly irrational customer behavior.

Adult Follett Library Resources.

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