Cusick, William J. <br/><br/>
All customers are irrational  understanding what they think, what they feel, and what keeps them coming back /  [electronic resource] : 
William J. Cusick. 
 - New York :  American Management Association,  c2009. 
 - 1 online resource (x, 229 p.) 
<br/><br/> Description based on print version record. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>9780814414224 (electronic bk.) 0814414222 (electronic bk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumers.<br/>Consumers--Attitudes.
<br/><br/><label>Index Terms--Genre/Form: </label><br/>Electronic books.
<br/><br/><label>LC Class. No.: </label>HF5415.32  / .C87 2009eb 
<br/><br/><label>Dewey Class. No.: </label>658.8/342