All customers are irrational: understanding what they think, what they feel, and what keeps them coming back
Object category:
Druckschrift
Person/Institution:
Publisher:
AMACOM
Place of publication:
New York, NY [u.a.
Date:
c 2009
Extent, illustration, format:
X, 229 S.
Language:
Englisch
Providing institution:
Additional information
Object text:
William J. Cusick
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 -- A web of issues : online users know what they like, but can't tell you -- Phoning it in : transform your phone interactions into powerful moments of truth -- Form or function : the power of emotional design -- Train in vain : hire for emotion, train for skills -- Process this : tying it all together -- Getting started : three action steps you need to take first.
Access and usage options
Contact
Universität Erfurt
Forschungsbibliothek Gotha
Schloss Friedenstein
Schlossplatz 1
99867 Gotha
+49 361 737-5540
bibliothek.gotha(at)uni-erfurt.de
Forschungsbibliothek Gotha
Schloss Friedenstein
Schlossplatz 1
99867 Gotha
+49 361 737-5540
bibliothek.gotha(at)uni-erfurt.de
Administrative details
Created:
2023-04-12
Last changed:
2019-12-23
Added to portal:
2023-04-12
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