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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: Cusick, William J.
Publisher: New York : American Management Association, c2009Description: x, 229 p. ; 24 cm.ISBN: 9780814414217 (hbk.); 0814414214 (hbk.).Subject(s): Consumer behavior | ConsumersDDC classification: 658.8342
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.
Item type Current location Shelf location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU

Floor 4, Shelf 27 , Side 1, TierNo 3, BayNo 7

 658.8342 CUS 2009 (Browse shelf) 1 Available SHTEx,70005,03,GR 5000024745
Main Collection Taylor's Library-TU

Floor 4, Shelf 27 , Side 1, TierNo 3, BayNo 7

 658.8342 CUS (Browse shelf) 1 Available SOMAC,37001,03,GR 5000108905

Includes bibliographical references 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.