They yell and shout and try to intimidate. They're belligerent, abusive, condescending. They whine, and lie, and demand inordinate amounts of time. They push your buttons and raise your blood pressure. Customers from hell represent just a small fraction of the people that come into a store or use your services. Yet this small group profoundly affects how you feel about yourself and how you relate to all your other customers.Dealing with the Customer from Hell offers realistic, practical, and often fun solutions to this bane of retail employees, through LESTER, a six-step guide to solving most ... View More...
The fabulous gown, the multitiered cake, abundant flowers, attendants and guests in their finery. The white wedding does more than mark a life passage. It marries two of the most sacred tenets of American culture-romantic love and excessive consumption. For anyone who has ever wondered about the meanings behind a white dress, a diamond ring, rice, and traditions such as cake cutting, bouquet tossing, and honeymooning, this book offers an entertaining and enlightening look at the historical, social, and psychological strains that come together to make the lavish wedding the most important cultu... View More...
BASIC APPROACH For undergraduate or first year MBA students. This revision of a classic text retains the market segmentation approach that has set the standard for consumer behavior study through 7 editions. - Streamlined for more focused coverage - Shorter by 200 pages, the eighth edition focuses on fundamental concepts and linkages between interrelated principles and processes. In total, 5 chapters were either combined or eliminated, without any sacrifice to core topic coverage. - On-line cases challenge student learning - 8 cases are available on-line at www.prenhall.com/schiffman. Four cas... View More...
From the novels of Anne Rice to The Lost Boys, from The Terminator to cyberpunk science fiction, vampires and cyborgs have become strikingly visible figures within American popular culture, especially youth culture. In Consuming Youth, Rob Latham explains why, showing how fiction, film, and other media deploy these ambiguous monsters to embody and work through the implications of a capitalist system in which youth both consume and are consumed. Inspired by Marx's use of the cyborg vampire as a metaphor for the objectification of physical labor in the factory, Latham shows how contemporary imag... View More...
Shopping is generally considered to be a pleasurable activity. But in reality it can often be complicated and frustrating. Daniel Miller explores the many contradictions faced by shoppers on a typical street in London, and in the process offers a sophisticated examination of the way we shop, and what it reveals about our relationships to our families and communities, as well as to the environment and the economy as a whole. Miller's companions are mostly women who confront these contradictions as they shop. They placate their children with items that combine nutrition with taste or usefulness... View More...
Revised and updated for the first time since original publication Here is the 200,000-copy staple, praised by Warren Buffett as a gem ... I wish everyone at Berkshire would follow Jack Mitchell's] advice--we would own the world. If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that sim... View More...
The business model of customer capitalism offered in this text aims to activate six positive reinforcing loops, resulting in customer 'lock-on', which is where a company becomes a customer's sole or dominant provider on an ongoing basis. View More...
