All Customers Are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back

By William J. Cusick

According to Cusick, CEO of Vox, a customer experience consulting firm, companies that emphasize gaining new customers rather than satisfying their current customers do so to their own detriment. He... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0814414214
• ISBN13: 9780814414217
• Release Date: January 2009
• Publisher: AMACOM/American Management Association
• Length: 229 Pages
• Weight: 1.10 lbs.
• Dimensions: 1.0" x 6.3" x 9.2"
• Age Range: 18 years and up
• Grade Range: Postsecondary and higher

Customer Reviews

A Must-Have for anyone in Retail

Finally, a book that makes sense for retailers. The timing of it is perfect and Mr. Cusick's book has helped me correct my mistakes and focus on how to sell any customer, especially those "looky loos". Thank you for your insight.

... But this book is indeed rationale

A fresh perspective on how organizations can gain a better handle on how their customers think. The author provides great practical and actionable advice to make this subject relevant for the reader.... and excellent supporting cases make this an enjoyable read.