TY  - BOOK
AU  - Cusick,William J.
TI  - All customers are irrational: understanding what they think, what they feel, and what keeps them coming back 
SN  - 9780814414224 (electronic bk.)
AV  - HF5415.32 .C87 2009eb
U1  - 658.8/342 22
PY  - 2009///
CY  - New York
PB  - American Management Association
KW  - Consumers
KW  - Attitudes
KW  - Electronic books
KW  - local
N1  - Description based on print version record; Includes bibliographical references and index; 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
UR  - https://eresourcesptsl.ukm.remotexs.co/login?url=http://www.netlibrary.com/urlapi.asp?action=summary&v=1&bookid=284210
UR  - http://public.eblib.com/EBLPublic/PublicView.do?ptiID=452604
ER  -