As many businesses are discovering, customer behavior doesn’t always make sense. That really shouldn’t be surprising. As recent studies have shown, people tend to base their decisions on more subconscious, emotional desires than on rational, practical choices. What’s more, customers aren’t able to tell you accurately why they do what they do. Combining recent research findings with real-world examples from his consulting practice on customer experience, William J. Cusick examines how the sub­con­scious part of the brain drives the decisions and behavior of every customer on a daily basis and introduces the concept of "the irrational customer." All Customers Are Irrational shows why businesses must change their approach to attracting and retaining customers, and proposes ways they can alter their strategies on everything from customer research, product design and website development to call center management, employee recruitment, and retail store layouts, by focusing on what customers are actually doing instead of what they’re saying. Honest, direct and insightful, All Customers Are Irrational will help businesses tap into the impulses and motivations that both attract and retain consumers for the long haul.

Companies of all kinds have fallen into some of the most fundamental of traps when it comes to consumer marketing; in assuming that the motivation that drives their customers is entirely rational. Enrico Trevisan's The Irrational Consumer builds on the ground breaking works on behavioural economics of authors such as Daniel Kahneman and Richard Thaler in order to explain the fundamental drivers of customer decisions and how to incorporate these into your business strategy. Learn how consumers respond to different offer architectures and discounts; why they sometimes struggle to see the wood for the trees in a world of ever-increasing options; what are the rules of thumb they develop for making sense of value. Behavioural economics offers organizations perspectives for engaging with customers, whose views on what to buy are strongly driven by contextual factors, such as the framework and the dynamics of choices. Enrico Trevisan's The Irrational Consumer is your 'must-have' primer to this world.

Building on the work of Daniel Kahneman (Thinking Fast and Slow), Dan Ariely (Predictably Irrational), Shaw and Hamilton provide a new understanding of how people behave, explain what it means for organizations who really want to understand their customers, and show you what to do to create exceptional customer experiences.

Intelligent, lively, humorous, and thoroughly engaging, "The Predictably Irrational" explains why people often make bad decisions and what can be done about it.

A modern-day Detroit success story that fuels the entrepreneurial fire Irrational Persistence tells the story of Garden Fresh Gourmet, and how two entrepreneurs turned a million-dollar debt to a 100-million-dollar annual revenue. Woody Allen famously said that 80 percent of success is just showing up; but any entrepreneur can tell you that it's the other 20 percent that's key. The founders of Garden Fresh took that old saying to heart, building so many strategic advantages into their products and business that their 'sales' team didn't have to do any selling—they simply had to show up. In this book, you'll find out what kind of legwork goes into building a mega-success product, and the strategies, methods, and just plain stubbornness that helped two guys from Detroit build a market leader. Garden Fresh Gourmet is now the number-one fresh salsa in the US, shipping over a million units every week to Costco, Walmart, Whole Foods, and other national chains—and it all began with two middle-aged guys with negative funds and plenty of ideas. This book shares their journey, insight, and passion to help you build a better business and take it to the top. Learn how two entrepreneurs went from major debt to major revenue Discover the key characteristics of a product that sells itself Consider why selling out might not be the ultimate goal Track a journey of 'irrational persistence' from rags to riches Garden Fresh Gourmet is an inspiration beyond the journey—the way you run things at the top matters, too. Irrational Persistence shows you how to make the tough decisions, live with the sacrifices, and prioritize your values as you build your brand and just keep on going.

With a new Afterword on the current state of the stock market, the ongoing debate over the "new economy," and the larger implications of "irrational exuberance." In this controversial, hard-hitting account of today's explosive market, Robert J. Shiller, a leading expert on market volatility, evokes Alan Greenspan's infamous 1996 reference, "irrational exuberance," to explain the alternately soaring and declining stock market. Shiller's unconventional yet persuasive argument credits an unprecedented confluence of events with driving stocks to uncharted heights, and he analyzes the structural, cultural, and psychological factors behind these levels of growth not reflected in any other sector of the economy. Now more relevant than ever, this analysis is both chilling and convincing-a must-read for the individual investor, the policy maker, and the investment professional.

Eventually, every organization faces a serious branding disaster. Think of United Airlines, Wells Fargo, Uber, and other companies whose tribulations made front page news. Poor business decisions, corrupt cultures, or just plain bad luck can lead to major PR meltdowns, sending once-loyal consumers fleeing in droves. But there's a right way to handle controversy and come out stronger on the other side.Using recent high-profile brand implosions as prime examples, Deb Gabor demonstrates how top companies that break their promises inevitably suffer, and she explores the routes the more agile ones have taken to full recovery after letting their customers down. One of the world's premier branding experts, Gabor provides invaluable insights that will help your own enterprise build positive brand equity, good will, and the "irrational loyalty" that will support your brand long-term through the best and worst of times.This is your essential guide to building Irrational Loyalty.