Consumer Behavior

Digital Customer Service traces the evolution of customer service - as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.

If you're aspiring to satisfy your customers, then you’re aspiring to mediocrity. That's the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Acclaimed customer experience expert Jon Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with - not just shaping their experiences, but also shaping their memories.

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.

Youtility, as defined by best-selling author Jay Baer, is marketing that people cherish instead of marketing they simply tolerate. Due to enormous shifts in technology and consumer behavior, customers want a new approach that cuts through the clutter: marketing that is truly, inherently useful. Smart real estate professionals are applying the concepts of Youtility, giving away information and resources for free to differentiate and dominate by providing real value to clients and prospective clients.

In this thought-provoking and entertaining book, Tom Asacker, author of Sandbox Wisdom and A Clear Eye for Branding, pulls back the curtain on the workings of the mind and reveals the hidden logic to motivating behavior, both in ourselves and in others.

Now that 75 percent of screen time is spent on connected devices, digital strategies have moved front and center of most marketing plans. But what if that's not enough? What if most people ignore company messages? What if consumer engagement never goes further than the "like" button? A sobering reality is hitting marketers. Technology hasn't just reshaped mass media, it's altering behavior as well. And getting through to customers will take some radical rethinking.

You've heard of amazing deals, online discounts, outlet shopping-but has anyone showed you how to shop for free? Meet Kathy Spencer-hot, hip mom of four who can whittle a $267.22 grocery bill down to one penny. One penny.

Decorated gaming and social media research and marketing executive Jonathan Stringfield delivers a roadmap to understanding and navigating marketing and business integrations into the gaming ecosystem: who plays games (and why), how modern games are created and oriented around the world of esports, and where brands can get involved with games. Perfect for marketing strategists, brand managers, and chief marketing officers, Get in the Game will also earn a place in the libraries of executives seeking to connect with the misunderstood yet largest segment in consumer entertainment.

Sales have dropped precipitously. The board is meeting next week. Bob, founder and long-time CEO, is urged by his team to hire an expensive management consulting firm and drastically cut costs as a last ditch effort to improve the company’s bottom line.

In the new edition of this highly acclaimed bestseller, Robert Cialdini—New York Times bestselling author of Pre-Suasion and the seminal expert in the fields of influence and persuasion—explains the psychology of why people say yes and how to apply these insights ethically in business and everyday settings. You'll learn Cialdini's Universal Principles of Influence, including new research and new uses so you can become an even more skilled persuader—and just as importantly, you'll learn how to defend yourself against unethical influence attempts.

In Demand, Adrian Slywotzky provides a radically new way to think about demand, with a big idea and a host of practical applications - not just for people in business but also for social activists, government leaders, non-profit managers, and other would-be innovators. To succeed in their various missions, all these groups need to master such ground-breaking concepts as the hassle map (and the secrets of fixing it); the curse of the incomplete product (and how to avoid it); why “very good” does not equal “magnetic”....

Ready to unlock the secrets to savvy spending? Discover the ultimate guide to understanding and mastering the art of choice "All-Inclusive vs A la Carte." This comprehensive eBook delves into the nuances of two distinct consumer approaches, empowering you to make informed financial decisions. Start your journey with an exploration of all-inclusive packages, where convenience reigns supreme. Understand the historical evolution of package deals and how psychological factors like choice and satisfaction influence our spending habits. Contrast this with the flexibility of a la carte options, ...

The New Frugality amounts to a paradigm shift in the way we spend and save. The good news is that a frugal lifestyle is one of less waste, lower environmental impact, greater peace of mind, and, over the long run, deeper satisfaction.

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.

Tired of spending countless hours managing your affiliate business? Ready to leverage cutting-edge AI technology to create a truly passive income stream? This comprehensive audiobook is your blueprint to modern affiliate marketing success!

In Follow the Feeling, strategy advisor Kai D. Wright answers a critical question plaguing entrepreneurs, brand strategists, marketers, and leaders: How do you grow your brand in a noisy world? Analyzing 1,500 fast-growing companies from Alibaba to Zara, the Columbia University lecturer and Ogilvy global consulting partner unpacks five branding secrets. Starting with behavioral economic principles and ending with a new systems-based approach to brand building, Wright offers listeners one metric that trumps the hundreds entangling brand value, feelings.

Digital technology has profoundly altered the competitive landscape for retailers. Although the shutdown of 2020 didn’t cause this trend, it has dramatically accelerated it, collapsing retailers’ transformation timeline into a matter of months, not years. In Remarkable Retail, industry thought leader Steve Dennis argues that it’s no longer enough merely to offer convenience, decent prices, or an okay shopping experience. Even very good is no longer good enough. To win and keep customers today, retailers must be nothing short of remarkable.

Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you're not around? Without defining experiences, brands will become victim to whatever people feel and share. In an always-on world where everyone is connected to information and also one another, customer experience is your brand.

The recent changes in our economic landscape have only exposed and intensified a phenomenon: an explosion in sharing, bartering, lending, trading, renting, gifting, and swapping. From enormous marketplaces such as eBay and Craigslist to emerging sectors such as peer-to-peer lending (Zopa), "swap trading" (Swaptree), and car sharing (Zipcar), Collaborative Consumption is disrupting outdated modes of business and reinventing not only what we consume but how we consume.

Quantum Marketing is for all business people who seek to understand how rapidly marketing is evolving, what marketers are doing to get ready for this shift, and what the new world will look like for companies, consumers, and society as the race to develop revolutionary marketing strategies reaches a whole new level.