Bibliograph

All customers are irrational, understanding what they think, what they feel, and what keeps them coming back, William J. Cusick

Type

Label

All customers are irrational, understanding what they think, what they feel, and what keeps them coming back, William J. Cusick

Language

eng

Bibliography note

Includes bibliographical references and index

Index

index present

Literary Form

non fiction

Main title

All customers are irrational

Nature of contents

bibliography

Oclc number

290436848

Responsibility statement

William J. Cusick

Sub title

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

Table Of 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

Classification

Creator