Showing titles in Consumer Behaviour & Market Research

Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

Wallet Activism challenges you to rethink your financial power so can feel confident spending, earning, and saving money in ways that align with your values.

We evolved for a particular environment, but our rapid social advances and mushrooming populations have created a bewildering new world. On the timescale of this dizzying change, evolution has effectively stopped, and we must rely on what has gotten us this far. By retracing the path that our distant ancestors took to get here, we can understand the stunning abilities and glaring weaknesses which we have inherited.

Demographics not only define who we are, where we live, and how our numbers change. For those who can read beyond the raw figures, they open up hidden business opportunities that lie ahead. What will happen when retiring Boomers free up jobs? How will Generation Y alter supermarkets? Which states will have the most dynamic workforces? Will American manufacturing rebound as Asia's population declines? Upside puts this powerful yet little-understood science to work finding answers.

For the next 20 years, roughly 10,000 citizens will hit medicare eligibility each and every day. Understanding their attitudes, interests, spending patterns, buying preferences and the emerging opportunities for profiting by targeted development and marketing of products and services to them is vital to the forward thinking entrepreneur and marketing executive.

Change is coming: Nearly everywhere in the world, people over sixty will become the dominant population. Longevity presents an opportunity for which companies need to develop a strategy. Estimates put the global market for this demographic at $21 trillion across every industry you can think of. Stage (Not Age) is the concise guide to helping companies understand and serve this burgeoning market by focusing on life stage, not age, and identifying the deep diversity of needs within the demographic.

If you can't trust those in charge, who can you trust? From government to business, banks to media, trust in institutions is at an all-time low. But this isn't the age of distrust -- far from it. In this revolutionary book, world-renowned trust expert Rachel Botsman reveals that we are at the...

In this book, Eric von Hippel, author of the influential Democratizing Innovation, integrates new theory and research findings into the framework of a "free innovation paradigm." Free innovation, as he defines it, involves innovations developed by consumers who are self-rewarded for their efforts, and who give their designs away "for free." It is an inherently simple grassroots innovation process, unencumbered by compensated transactions and intellectual property rights.

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.

How much time have you spent reflecting on the fact that revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers' buying behavior as well as the health of your overall customer base.

Traditional customer feedback methods ignore two essential sources of insight: context and behavior. These reveal the why behind the what, eliminating the ambiguity of open-ended customer feedback—and this requires a different approach. In What to Ask, author Andrea Belk Olson, CEO of applied behavioral science consulting firm Pragmadik, and head of the University of Iowa JPEC startup incubator, delivers a unique, cognitive method for discovering hidden customer needs, converting them quickly into differentiators, and avoiding the pitfalls of traditional research.

Green Giants examines nine companies that are merging social responsibility with wild profitability - and reveals the six factors responsible for their success, including: iconoclastic leadership fueled by deep conviction and a rebellious streak; disruptive innovation that uses sustain ability to spur the development of radically better products and services; a higher purpose that ignites the company - when the mission leads, profits follow.

In December 2009, Google began customizing its search results for each user. Instead of giving you the most broadly popular result, Google now tries to predict what you are most likely to click on. According to MoveOn.org board president Eli Pariser, Google's change in policy is symptomatic of the most significant shift to take place on the Web in recent years: the rise of personalization.

In this signal work of history, Bancroft Prize winner and Pulitzer Prize finalist Lizabeth Cohen shows how the pursuit of prosperity after World War II fueled our pervasive consumer mentality and transformed American life. Trumpeted as a means to promote the general welfare, mass consumption quickly outgrew its economic objectives and became synonymous with patriotism, social equality, and the American Dream.

In this third and completely revised edition of his classic book, bestselling author and college educator Mark Schaefer explains why many marketers are "sleepwalking" through the social media world because they haven't kept up with new consumer trends. Schaefer untangles the world's least understood business practices in his easy-to-understand personal style.

We tried to warn you! The 2008 economic collapse proved how resilient and dangerous affluenza can be. Now in its third edition, this book can safely be called prophetic in showing how problems ranging from loneliness, endless working hours, and family conflict to rising debt, environmental pollution, and rampant commercialism are all symptoms of this global plague.

Have you logged into Facebook recently? Searched for something on Google? Chosen a movie on Netflix? If so, you've probably been an unwitting participant in a variety of experiments - also known as randomized controlled trials - designed to test the impact of different online experiences. In this book, Michael Luca and Max Bazerman explain the importance of experiments for decision making in a data-driven world.

Succeeding as a sales professional is like being a professional athlete. Whether you're already the top salesperson at your company, or you're simply working hard to reach the next level of success, in order to keep up in a fast-paced, increasingly crowded marketplace - one in which meaningful product differentiation has all but disappeared - you must constantly push yourself to improve, open more doors, and break through the noise to attract and retain the attention of busy and distracted customers.

In Digital Customer Success: The Next Frontier, a team of trailblazing customer success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in customer success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it-without ever needing to reach out to a live customer success manager.

In Marketing 6.0, the celebrated promoter of the "Four P's of Marketing," Philip Kotler, explains how marketers can use technology to address customers' needs and make a difference in the world. In a new age of metamarketing, this book provides marketers with a way to integrate technological and business model evolution with the dramatic shifts in consumer behavior that have happened in the last decade.