000			01698cam a2200253 a 4500
001			vtls003153779
003			MY-SjTCS
005			20200226114012.0
008			110218s2009 nyu b 001 0 eng
020			_a9780814414217 (hbk.)
020			_a0814414214 (hbk.)
039		9	_a201102181510 _bVLOAD _c201007261612 _dwilmina _c201001221416 _dshuhada _c201001221415 _dshuhada _y200911041733 _zmalathy
082	0	4	_a658.8342 _bCUS
100	1		_aCusick, William J. _936218
245	1	0	_aAll customers are irrational : _bunderstanding what they think, what they feel, and what keeps them coming back / _cWilliam J. Cusick.
260			_aNew York : _bAmerican Management Association, _cc2009.
300			_ax, 229 p. ; _c24 cm.
504			_aIncludes bibliographical references and index.
505	0		_aThe 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.
650		0	_aConsumer behavior.
650		0	_aConsumers.
920			_aSHT : 145668
921			_aSOC : 138678
999			_c125403 _d125403