All customers are irrational : understanding what they think, what they feel, and what keeps them coming back /
By: Cusick, William J
Material type:
BookPublisher: New York : American Management Association, c2009.Description: x, 229 p ; 24 cm.ISBN: 9780814414217 (trade); 0814414214 (trade)Subject(s): Consumers | Consumers -- Attitudes | Consumers | Consumers -- AttitudesDDC classification: 658.8/342 | Item type | Home library | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|
| REGULAR | University of Wollongong in Dubai Main Collection | 658.8342 CU AL (Browse shelf) | Available | T0037198 |
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| 658.8342 CH YO Youth and consumption / | 658.8342 CO NS The consumer in public services : choice, values and difference / | 658.8342 CO NS Consumer neuroscience | 658.8342 CU AL All customers are irrational : understanding what they think, what they feel, and what keeps them coming back / | 658.8342 DE CO Consumer behavior and culture : consequences for global marketing and advertising / | 658.8342 DE CO Consumer behavior and culture : | 658.8342 EA CO Consumer behaviour : applications in marketing / |
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.