000			01776cam a2200265 a 4500
001			2009007651
003			DLC
005			20100302151614.0
008			090223s2009 nyu b 001 0 eng
010			_a 2009007651
020			_a9780814414217
020			_a0814414214
040			_aDLC _cDLC _dBTCTA _dYDXCP _dC#P _dBWX _dCDX _dVP@ _dDLC
050	0	4	_aHF5415.32 _b.C87 2009
082	0	0	_a658.8/342 _222
100	1		_aCusick, William J.
245	1	0	_aAll customers are irrational : _bunderstanding what they think, what they feel, and what keeps them coming back / _cWilliam J. Cusick.
260			_aNew York : _bAmerican Management Association, _cc2009.
300			_ax, 229 p. ; _c24 cm.
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.
952			_w2010-07-16 _p2000000526 _v17.01 _r2012-02-01 _40 _eCoutts _00 _bSKOLKOVO _10 _oHF5415.32 .C87 _d2010-07-16 _t1 _70 _cSHE _g17.01 _yBK _aSKOLKOVO
999			_c52 _d52