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00000cam a2200000 7i4500 |
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20110301093000.0 |
| 008 |
110220s2009 nyu eng |
| 020 |
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|a 0814414222 (electronic bk.)
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| 020 |
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|a 9780814414217
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|a 9780814414224 (electronic bk.)
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| 090 |
0 |
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|a HF5415.32
|b .C87 2009
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| 100 |
1 |
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|a Cusick, William J. ,
|e author
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| 245 |
1 |
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|a All customers are irrational [electronic resource] :
|b understanding what they think, what they feel, and what keeps them coming back
|c William J. Cusick
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| 260 |
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|a New York :
|b American Management Association ,
|c c2009
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| 300 |
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|a 1 online resource (x, 229 p.)
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| 500 |
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|a Description based on print version record
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| 504 |
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|a Includes bibliographical references and index
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|a 1. The bottom line : why customer experience really matters -- 2. Your irrational customers : a look at how our brains work (and don't work) -- 3. Brand promises : who or what are you, metaphorically speaking? -- 4. Customer research : just what are your customers thinking? -- 5. Prime time : how framing and context shape a customer's experience -- 6. Irrational ain't stupid : the emotional component of high-end purchases -- 7. A web of issues : online users know what they like, but they can't tell you -- 8. Phoning it in : transform your phone interactions into powerful moments of truth -- 9. Form or function : the power of emotional design -- 10. Irrational employees : hire for emotion, train for skills -- 11. Process this : tying it all together -- 12. Getting started : three action steps you need to take first
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| 650 |
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|a Consumers
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| 650 |
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0 |
|a Consumers
|x Attitudes
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| 856 |
4 |
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|3 NetLibrary
|u http://www.netlibrary.com/urlapi.asp?action=summary&v=1&bookid=284210
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| 999 |
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|a 1000136642
|b Electronic Resource
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
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