عنوان

All customers are irrational :

(Number (ISBN

0814414214

(Number (ISBN

0814414222

(Number (ISBN

6612189304

(Number (ISBN

9780814414217

(Number (ISBN

9780814414224

(Number (ISBN

9786612189302

Number

b705039

Title Proper

All customers are irrational :

General Material Designation

[Book]

Other Title Information

understanding what they think, what they feel, and what keeps them coming back /

First Statement of Responsibility

William J. Cusick.

Place of Publication, Distribution, etc.

New York :

Name of Publisher, Distributor, etc.

American Management Association,

Date of Publication, Distribution, etc.

©2009.

Specific Material Designation and Extent of Item

1 online resource (x, 229 pages)

Text of Note

Includes bibliographical references and index.

Text of Note

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.

0

Text of Note

As many businesses are discovering, customer behavior doesn't always make sense. That really shouldn't be surprising. As recent studies have shown, people tend to base their decisions on more subconscious, emotional desires than on rational, practical choices. What's more, customers aren't able to tell you accurately why they do what they do. Combining recent research findings with real-world examples from his consulting practice on customer experience, William J. Cusick examines how the subconscious part of the brain drives the decisions and behavior of every customer on a daily basis and int.

Source for Acquisition/Subscription Address

MIL

Source for Acquisition/Subscription Address

OverDrive, Inc.

Stock Number

218930

Stock Number

E7898607-FC6E-4611-95EF-193255120121

Title

All customers are irrational.

International Standard Book Number

0814414214

Consumers-- Attitudes.

Consumers.

BUSINESS & ECONOMICS-- Consumer Behavior.

Consumers-- Attitudes.

Consumers.

BUS-- 016000

Number

Edition

Class number

Book number

Class number

System Code

Cusick, William J.

Date of Transaction

20201207202508.0

Cataloguing Rules (Descriptive Conventions))

pn

Electronic name

[Book]

Y