Consumer Research

The Divided Brain introduces a powerful metaphor rooted in neuroscience: our minds are driven by two distinct but interlocking systems—the fast, emotional Old Brain and the slower, rational New Brain. Every decision your customers make, every instinct your team follows, and every reaction you encounter in a negotiation or pitch stems from the tension between these two mental gears.

Competition is tougher than ever these days and competing on price or product just doesn’t work as well anymore. So how can companies stand out in a crowded marketplace that is constantly evolving? The answer is customer experience, and the best part about customer experience is that it's delivered by human beings who are unique to a company. The Experience Maker helps managers and executives focus on customers who are already spending money with their company rather than spending more money on marketing new customers.

User experience doesn’t happen on a screen; it happens in the mind, and the experience is multidimensional and multisensory. This practical book will help you uncover critical insights about how your customers think so you can create products or services with an exceptional experience. Corporate leaders, marketers, product owners, and designers will learn how cognitive processes from different brain regions form what we perceive as a singular experience. Author John Whalen shows you how anyone on your team can conduct "contextual interviews" to unlock insights.

Customers everywhere describe their interactions with companies in a deeply personal way: We hate our banks, love our smartphones, and think the cable company is out to get us. What is actually going through our brains when we make these judgments? Customer loyalty expert Chris Malone and top social psychologist Susan Fiske have discovered that our perceptions arise from spontaneous judgments on warmth and competence, the same two factors that also determine our impressions of people.

If the consumer economy had a sex, it would be female. If the business world had a sex, it would be male. And therein lies the pickle. Women are the engine of the global economy, driving nearly 80 percent of consumer household spending in the United States alone. They hold the purse strings, and when they've got a tight grip on them as they do now, companies must be shrewder than ever to win them over.

If you understand why people buy, you are already one step ahead in reaching out to them effectively with your products and services. Decoded: The Science Behind Why We Buy offers a groundbreaking exploration into the science of purchasing. The book specifically demonstrates why decision science has proven invaluable to the field of marketing by helping to explain purchasing behaviors.

AI-Powered Customer Experience, The Future of Call Center Excellence. Future belongs to organizations that understand how to measure what matters: customer lifetime value, emotional satisfaction, effort reduction, and the seamless orchestration of human and artificial intelligence working together. Thirty years ago, when I first stepped into a call center, success was measured by how many calls an agent could handle per hour. The faster you moved customers along, the better your numbers looked.

The Mobile Wave argues that the changes brought by mobile computing are so big and widespread that it’s impossible for us to see it all, even though we are all immersed in it. Saylor explains that the current generation of mobile smart phones and tablet computers has set the stage to become the universal computing platform for the world. In the hands of billions of people and accessible anywhere and anytime, mobile computers are poised to become an appendage of the human being and an essential tool for modern life.

Inspired by the number one bestseller Good to Great, market intelligence expert Jared Schrieber has gone a step further to explore the factors that distinguish breakout brands from those that lag behind. He studied twenty-five thousand brands over five years by tracking the day-to-day purchasing decisions of more than one million consumers, analyzing the advertising that influenced them, and creating a practical guide for growing brands, no matter their industry or size.

An informative and entertaining account of how actions send signals that shape behaviors and how to design better incentives for better results in our life, our work, and our world.

For centuries, economics was dominated by the idea that we are rational individuals who optimize our own “utility”. Then, in the 1970s, psychologists demonstrated that the reality is a lot messier. We don’t really know what our utility is, and we care about people other than ourselves. We are susceptible to external nudges. And far from being perfectly rational, we are prone to “cognitive biases” with complex effects on decision-making, such as forgetting to prepare for retirement.

Cheap fashion has fundamentally changed the way most Americans dress. Stores ranging from discounters like Target to fast fashion chains like H&M now offer the newest trends at unprecedentedly low prices. Retailers are producing clothes at enormous volumes in order to drive prices down and profits up, and they've turned clothing into a disposable good.

"Citizens" opens up a new way of understanding ourselves and shows us what we must do to survive and thrive – as individuals, as organisations, as nations, even as a species. Jon Alexander's consultancy, the New Citizenship Project, has helped revitalise some of Britain's biggest organisations such as the Co-op, The Guardian and the National Trust. Here, with the New York Times bestselling writer Ariane Conrad, he shows how human history has moved from the Subject Story of kings and empires to the current Consumer Story.

The Psychology of Advertising offers a comprehensive exploration of theory and research in (consumer) psychology on how advertising impacts the thoughts, emotions, and actions of consumers. It links psychological theories and empirical research findings to real-life industry examples, showing how scientific research can inform marketing practice.

Ever notice that all watch ads show 10:10 as the time? Or that all fast-food restaurants use red or yellow in their logos? Or that certain stores are always having a sale? You may not be aware of these details, yet they’ve been influencing you all along. Every time you purchase, swipe, or click, marketers are able to more accurately predict your behavior. These days, brands know more about you than you know about yourself. Blindsight is here to change that.

La persuasión es una habilidad imprescindible en cualquier actividad profesional a todos los niveles en organizaciones y empresas. Pero, ¿cuáles son las mejores técnicas de persuasión?, ¿qué elementos de la comunicación permiten conquistar al público?, ¿cuáles son los momentos fundamentales en una argumentación? y ¿qué diferencia a un comunicador eficaz de un auténtico persuasor?

The Art of Manipulation offers you a framework to master powerful and practical ways to influence and control people’s behavior, negotiate better, make your pitch, and manipulate others to get what you want. The Art of Manipulation will reshape the way you think about influencing people and getting what you want. You will get tools and effective strategies - not mere theories, but real practical strategies and how-to’s to start transforming your thinking and behavior, influencing people, and thus, get desired results faster.

This book is for a very small percentage of business people. You see, most people in business are not trying to use Category Design to create a new category that changes the future and generates exponential new value. Instead, many people in business are trying to “not get fired.” Many people want to go to work, make a contribution, and go home.

If you want to succeed in life or career; regardless of your industry, profession (not just marketing or sales profession), location, age, gender, or any other aspect, you need to become more persuasive, you need to influence people. You cannot do it all on your own - you need people to leverage your efforts and get results faster. Persuasion is not merely for marketing and sales people - it’s the basic life skill that every human being needs to sell their view point, ideas, and get people along - everyone is into salesmanship.

An introduction for everyone. Rather than a "how to" for hands-on techies, this book - now in its revised and updated edition - serves lay listeners and experts alike by covering new case studies and the latest state-of-the-art techniques. In this rich, fascinating, and surprisingly accessible introduction, leading expert Eric Siegel reveals how predictive analytics works and how it affects everyone every day.