Consumer Behavior

Ça y est. C'est le temps de vous mettre en valeur. Que vous soyez devant un client potentiel, un futur employeur ou une nouvelle flamme, l'instant de vérité approche. En quelques minutes, on se sera fait une idée de vous et votre sort sera scellé. Ce livre vous présente ce qui se passe dans la tête de la personne que vous tenterez de persuader. Vous y trouverez tour à tour comment vous préparer à la rencontre, comment y exceller et comment maintenir la qualité de la relation par la suite.

Spread through the public in the form of popular stories, ideas can go viral and move markets - whether it's the belief that tech stocks can only go up or that housing prices never fall. Whether true or false, stories like these - transmitted by word of mouth, by the news media, and increasingly by social media - drive the economy by driving our decisions about how and where to invest, how much to spend and save, and more. But despite the obvious importance of such stories, most economists have paid little attention to them. Narrative Economics sets out to change that.

What is it that made Starbucks an overnight sensation and separated it from other coffee house companies? Why do many products with great product innovation, perfect locations, terrific customer experiences, even breakthrough advertising, fail to get the same visceral traction in the marketplace as brands like Apple and Nike?

Winning today isn't about beating the competition at the old game. It's about inventing a whole new game - defining a new market category, developing it, and dominating it over time. You can't build a legendary company without building a legendary category. If you think that having the best product is all it takes to win, you're going to lose. In this farsighted, pioneering guide, the founders of Silicon Valley advisory firm Play Bigger rely on data analysis and interviews to understand the inner workings of "category kings".

Radical uncertainty changes the way we should think about decision-making. For over half a century economics has assumed that people behave rationally by optimizing among well-defined choices. Behavioral economics questioned how far people are rational, pointing to the cognitive biases that seem to describe actual behavior.

Authentic influence is about more than creating a strong initial connection - it's about sustaining professional relationships long after an agreement has been reached. Based on their commitment to listening, genuine engagement, and the pursuit of win-win outcomes, authors Mark Goulston and John Ullmen share a new method that business leaders can use to examine priorities, learn about the needs of key players, earn others' attention, motivate others to hear more, and add value with question and actions.

Revolutionary retail guru Paco Underhill is back with a completely revised edition of his classic, witty, best-selling book on our ever-evolving consumer culture—full of fresh observations and important lessons from the cutting edge of retail, which is taking place in the world’s emerging markets.

Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it - from industrial giants such as Mercedes-Benz and Cummins Engine to Silicon Valley sweethearts such as Apple and Google to digital innovators like Warby Parker and Peloton.

Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.

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? Con el rigor científico y la capacidad de divulgación que le caracterizan, Robert Cialdini explica en este libro cómo capitalizar el tiempo previo a la transmisión de un mensaje importante.

If you're like most people, you think that your choices and behaviors are driven by your individual personal tastes and opinions. You wear a certain jacket because you like the way it looks. You picked a particular career because you found it interesting. The notion that our choices are driven by our own personal thoughts and opinions is patently obvious. Right? Wrong. Without our realizing it, other people's behavior has a huge influence on everything we do at every moment of our lives, from the mundane to the momentous occasion.

When CEOs think about the supply chain, it's usually to cut costs. But the smartest leaders see supply chain and sourcing for what they can be: hidden tools for outperforming the competition. Steve Jobs, upon returning to Apple in 1997, focused on transforming the supply chain. He hired Tim Cook - and the company sped up the development of new products, getting them into consumers' hands faster. The rest is history.

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.

Using principles from cognitive psychology, Nick Kolenda developed a unique way to subconsciously influence people's thoughts. He developed a "mind reading" stage show depicting that phenomenon, and his demonstrations have been seen by over a million people across the globe. Methods of Persuasion reveals that secret for the first time. You'll learn how to use those principles to influence people's thoughts in your own life.

Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal.

Designers and managers hope their products become essential for users-integrated into their lives like Instagram, Lyft, and others have become. Such deep integration isn't accidental: it's a process of careful design and iterative learning, especially for technology companies. This guide shows you how to apply behavioral science—research that supports many products—to help your users achieve their goals using your product.

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.

Before you can influence decisions, you need to understand what drives them. In The Choice Factory, Richard Shotton sets out to help you learn. By observing a typical day of decision-making, from trivial food choices to significant work-place moves, he investigates how our behavior is shaped by psychological shortcuts. With a clear focus on the marketing potential of knowing what makes us tick, Shotton has drawn on evidence from academia, real-life ad campaigns, and his own original research.

Word of mouth is directly responsible for 19 percent of all purchases, and influences as much as 90 percent. Every human on Earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1 percent of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.

In this endlessly fascinating book, New Yorker columnist James Surowiecki explores a deceptively simple idea that has profound implications: large groups of people are smarter than an elite few, no matter how brilliant. Groups are better at solving problems, fostering innovation, coming to wise decisions, even predicting the future.