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| 007 | cr cnu---unuuu | ||
| 008 | 110209s2009 nyu ob 001 0 eng d | ||
| 020 | _a9780814414224 (electronic bk.) | ||
| 020 | _a0814414222 (electronic bk.) | ||
| 029 | 1 |
_aNZ1 _b13459365 |
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| 035 | _a(OCoLC)436084364 | ||
| 035 | _a(OCoLC)ocn436084364 | ||
| 039 | 9 |
_y02-09-2011 _zhzms |
|
| 040 |
_aNST _beng _cNST _dOCLCQ _dEBLCP |
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| 049 | _aMHEA | ||
| 050 | 4 |
_aHF5415.32 _b.C87 2009eb |
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| 082 | 0 | 4 |
_a658.8/342 _222 |
| 100 | 1 | _aCusick, William J. | |
| 245 | 1 | 0 |
_aAll customers are irrational _h[electronic resource] : _bunderstanding what they think, what they feel, and what keeps them coming back / _cWilliam J. Cusick. |
| 260 |
_aNew York : _bAmerican Management Association, _cc2009. |
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| 300 | _a1 online resource (x, 229 p.) | ||
| 500 | _aDescription based on print version record. | ||
| 504 | _aIncludes bibliographical references and index. | ||
| 505 | 0 | _aThe 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. | |
| 650 | 0 | _aConsumers. | |
| 650 | 0 |
_aConsumers _xAttitudes. |
|
| 655 | 7 |
_aElectronic books. _2local |
|
| 776 | 0 | 8 |
_iPrint version: _aCusick, William J. _tAll customers are irrational. _dNew York : American Management Association, c2009 _z9780814414217 _z0814414214 _w(DLC) 2009007651 _w(OCoLC)290436848 |
| 856 | 4 | 0 |
_3NetLibrary _uhttps://eresourcesptsl.ukm.remotexs.co/login?url=http://www.netlibrary.com/urlapi.asp?action=summary&v=1&bookid=284210 |
| 856 | 4 | 0 |
_zClick here to view book _uhttp://public.eblib.com/EBLPublic/PublicView.do?ptiID=452604 |
| 907 |
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