All customers are irrational : understanding what they think, what they feel, and what keeps them coming back /: understanding what they think, what they feel, and what keeps them coming back. (©2009)

• Record Type: Book
• Further Information: Note: William J. Cusick.
• Other Names: Cusick, William J
• 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.
• Publisher Details: New York : American Management Association
• Publication Date: 2009
• Copyright Date: 2009
• Extent: 1 online resource (x, 229 pages)
• Subjects: 658.8/342; Consumers; Consumers -- Attitudes; BUSINESS & ECONOMICS -- Consumer Behavior; Consumers; Consumers -- Attitudes; Electronic books
• Languages: English
• ISBNs: 9780814414224; 0814414222; 0814414214; 9780814414217
• Notes: Note: Includes bibliographical references and index.; Note: Print version record.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.