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Consumer Behavior

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  1. 12.6 hrs • 10/1/2016 • Unabridged

    A freewheeling, sharp-shooting indictment of a tech-besotted culture. With a razor wit, Nicholas Carr cuts through Silicon Valley's unsettlingly cheery vision of the technological future to ask a hard question: Have we been seduced by a lie? Gathering a decade's worth of posts from his blog, Rough Type, as well as his seminal essays, Utopia Is Creepy offers an alternative history of the digital age, chronicling its roller-coaster crazes and crashes, its blind triumphs, and its unintended consequences. Carr's favorite targets are those zealots who believe so fervently in computers and data that they abandon common sense. Cheap digital tools do not make us all the next Fellini or Dylan. Social networks, diverting as they may be, are not vehicles for self-enlightenment. And "likes" and retweets are not going to elevate political discourse. When we expect technologies,designed for profit, to deliver a paradise of prosperity and convenience, we have forgotten ourselves. In response, Carr offers searching assessments of the future of work, the fate of reading, and the rise of artificial intelligence, challenging us to see our world anew. In famous essays including "Is Google Making Us Stupid?" and "Life, Liberty, and the Pursuit of Privacy," Carr dissects the logic behind Silicon Valley's "liberation mythology," showing how technology has both enriched and imprisoned us, often at the same time. Drawing on artists ranging from Walt Whitman to the Clash, while weaving in the latest findings from science and sociology, Utopia Is Creepy compels us to question the technological momentum that has trapped us in its flow. "Resistance is never futile," argues Carr, and this audiobook delivers the proof.

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    Utopia Is Creepy

    12.6 hrs • 10/1/16 • Unabridged
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  2. 9.4 hrs • 9/6/2016 • Unabridged

    The author of the legendary bestseller Influence, social psychologist Robert Cialdini shines a light on effective persuasion and reveals that the secret doesn’t lie in the message itself, but in the key moment before that message is delivered.What separates effective communicators from truly successful persuaders? Using the same combination of rigorous scientific research and accessibility that made his Influence an iconic bestseller, Robert Cialdini explains how to capitalize on the essential window of time before you deliver an important message. This “privileged moment for change” prepares people to be receptive to a message before they experience it. Optimal persuasion is achieved only through optimal pre-suasion. In other words, to change “minds” a pre-suader must also change “states of mind.” His first solo work in over thirty years, Cialdini’s Pre-Suasion draws on his extensive experience as the most cited social psychologist of our time and explains the techniques a person should implement to become a master persuader. Altering a listener’s attitudes, beliefs, or experiences isn’t necessary, says Cialdini—all that’s required is for a communicator to redirect the audience’s focus of attention before a relevant action. From studies on advertising imagery to treating opiate addiction, from the annual letters of Berkshire Hathaway to the annals of history, Cialdini draws on an array of studies and narratives to outline the specific techniques you can use on online marketing campaigns and even effective wartime propaganda. He illustrates how the artful diversion of attention leads to successful pre-suasion and gets your targeted audience primed and ready to say, “Yes.”

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    Pre-Suasion

    9.4 hrs • 9/6/16 • Unabridged
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  3. 2.3 hrs • 8/1/2016

    In business, it’s vital to focus on the customer. Let Brian Tracy, world-renowned international speaker, consultant, and bestselling author show you the most effective way. In Focus on the Customer you will learn:why people really buy,what people really want,how to serve your customers better than anyone,how to get your product to your customer,how to sell to other people’s customers,how to harness the power of branding, and the purpose of a business.

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    Focus on the Customer

    Presented by Brian Tracy
    2.3 hrs • 8/1/16
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  4. 2.8 hrs • 7/1/2016 • Unabridged

    The customer is the most important part of any business. Let bestselling author and international speaker, Brian Tracy teach you the best way to serve your customer, distribute your product, pump up your profits, turbocharge your business, learn the key result areas of business success, finance your business, and negotiate the best deal.

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    Focus on Your Customer

    2.8 hrs • 7/1/16 • Unabridged
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  5. 5.2 hrs • 5/1/2016 • Unabridged

    Everyone talks about “big data,” but the truth is that understanding the “little data” is what helps us make smarter decisions. Everydata explains how to correctly interpret all of the small bytes of data we consume in a day, so listeners can become effective, skeptical consumers of everyday data. While everyone is talking about “big data,” the truth is that understanding the “little data”—the stats that underlie newspaper headlines, stock reports, weather forecasts, and so on—is what helps you make smarter decisions at work, at home, and in every aspect of your life. The average person consumes approximately thirty gigabytes of data every single day, but has no idea how to interpret it correctly. Everydata explains, through the eyes of an expert economist and statistician, how to decipher the small bytes of data we consume in a day. Everydata is filled with countless examples of people misconstruing data—with results that range from merely frustrating to catastrophic:The space shuttle Challenger exploded in part because the engineers were reviewing a limited sample set.Millions of women avoid caffeine during pregnancy because they interpret correlation as causation.Attorneys faced a $1 billion jury verdict because of outlier data. Each chapter highlights one commonly misunderstood data concept, using both realworld and hypothetical examples from a wide range of topics, including business, politics, advertising, law, engineering, retail, parenting, and more. You’ll find the answer to the question—“Now what?”—along with concrete ways you can use this information to immediately start making smarter decisions, today and every day.

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    Everydata

    5.2 hrs • 5/1/16 • Unabridged
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  6. 5.6 hrs • 3/1/2016 • Unabridged

    Technology has evaporated the barriers of complaint. With smart phones 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. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters. The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals: How, where and why people complain (by demographic and by channel) How and when consumers expect a response when they complain The advocacy impact of answering (or ignoring) a customer Differences in complaint type and expectations by industry Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives readers a step-by-step process to magnify the impact of happy customer interactions, and to minimize the impact of haters and complainers. Customers expect more from business than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows readers how to embrace complaints and turn bad news into good.

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    Hug Your Haters

    5.6 hrs • 3/1/16 • Unabridged
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  7. 5.4 hrs • 1/26/2016

    Of the ten million bits of information our brains process each second, only fifty bits are devoted to conscious thought. Because our brains are wired to be inattentive, we often choose without thinking, acting against our own interests—what we truly want. As the former chief scientist of Express Scripts, a Fortune 25 healthcare company dedicated to making the use of prescription medications safer and more affordable, Bob Nease is an expert on applying behavioral sciences to health care. Now, he applies his knowledge to the wider world, providing important practical solutions marketers, human resources professionals, teachers, and even parents can use to improve the behavior of others around them, and get the positive results they want.

    Available Formats: Download, Digital Rental

    The Power of Fifty Bits

    5.4 hrs • 1/26/16
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    Also: Digital Rental
  8. 7.4 hrs • 12/1/2015 • Unabridged

    Increasingly, identity theft is a fact of life. We might once have hoped to protect ourselves from hackers with airtight passwords and aggressive spam folders, and those are good ideas as far as they go. But the truth is, there are people out there—a lot of them—who treat stealing your identity as a full-time job. One such company is a nameless firm located in Russia, which has a trove of over a billion internet passwords. Another set up a website full of live streams of hacked web cameras, showing everything from people’s offices and lobbies to the feeds from baby monitors. Even purchases made in person are still logged by retailers like Target, who are famously vulnerable to hackers. Adam Levin, a longtime consumer advocate and identity fraud expert, is your guide to this brave new world. By telling memorable stories and extracting the relevant lessons, he offers a strategy for dealing with these risks. You may not be able to prevent identity theft, but you certainly shouldn’t wait until it happens to take action. Levin’s approach is defined by the three M’s: minimizing risk, monitoring your identity, and managing the damage. The book is also organized around the different problems caused by identity theft, such as financial, criminal, medical, and familial, enabling readers to dip into the sections most relevant to them. Swiped is a practical, lively audiobook that is essential to surviving the ever-changing world of online security. It is invaluable not only for preventing problems but helping cope when they arrive.

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    Swiped

    By Adam Levin, with Beau Friedlander
    Read by Adam Levin
    7.4 hrs • 12/1/15 • Unabridged
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  9. 6.7 hrs • 10/6/2015 • Unabridged

    A leading behavioral economist shows how businesses can improve consumer thinking and decision making on screens.The typical American office worker now spends the majority of his or her waking hours staring at a screen. In the twenty-first century, every business is a digital business, which is why it’s so critical to understand how we think and behave online.Acclaimed behavioral economist Shlomo Benartzi reveals a toolkit of interventions for the digital age. Using provocative case studies and engaging reader exercises, Benartzi shows how businesses can update their nudges to help consumers make better decisions on screens.Consider these solutions:The tournament model used for Wimbledon and March Madness may help consumers identify what they want more easily. While most websites attempt to display as many options as possible, if people can select options from manageable rounds they tend to make better choices.People are more willing to tell a gadget the truth about their risky health behaviors than an actual doctor. When dealing with sensitive subjects, the absence of human feedback—an absence made easy in an age of screens and machines—can be a great advantage.The precise location of an option on a screen can have a massive impact on consumer choice. (In some instances, screen location matters more than personal preference.) The same logic also applies to information, as certain layouts can dramatically influence our levels of attention.Although most websites are designed to make the act of reading as easy as possible, Benartzi explains why this can be a big mistake. Sometimes, the careful use of ugly fonts and other forms of “visual disfluency” are an important way to boost reading comprehension and retention.This book will help you transform the challenges of the digital world into powerful new opportunities that will drive your success in an age of screens.

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    The Smarter Screen

    By Shlomo Benartzi, with Jonah Lehrer
    Read by Rob Shapiro
    6.7 hrs • 10/6/15 • Unabridged
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  10. 9.4 hrs • 8/1/2015 • Unabridged

    Science has made the leap from the lab to come to a store near you—and the effects on us are phenomenal. Corporations in hyper-competition are now using the new mind sciences to analyze how and when we shop, and the hidden triggers that persuade us to consume. From bargains in the Big Apple to the bustling bazaars of Istanbul, from in-store to interactive and online to mobile, neuromarketing pioneer Dr. David Lewis goes behind the scenes of the persuasion industry to reveal the powerful tools and techniques, technologies and psychologies seeking to stimulate us all to buy more—often without us consciously realizing it. A revelatory inside story, The Brain Sell is a tale of engineered behaviors and atmospherics; of subliminal messaging; and of TVs that sometimes watch us while we’re watching them. During his journey, Lewis explores fascinating questions such as: Why should a particular font used to describe soup make it taste better? Why do some retailers actively encourage shoppers to haggle? How do the tools and techniques of “the brain sell” influence shopper behavior, and what can you, as a retailer or marketer, learn from them? Informed, illuminating, stimulating: you cannot afford to miss The Brain Sell.

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    The Brain Sell

    9.4 hrs • 8/1/15 • Unabridged
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  11. 1.3 hrs • 7/1/2015 • Unabridged

    With consumer decisions being made at increasing speed, and the time it takes to win wallet-share rapidly shrinking, how can you prepare? Today’s customer has more access to information and influencers, at a click or swipe, than ever before. The speed at which consumer decisions are made keeps increasing, and the time it takes for battles over wallet-share to be won or lost is shrinking rapidly. Every fundamental assumption about customers is now being challenged: how they shop, where they shop, and why they shop. In this rapidly evolving environment, understanding consumers’ behaviors is more critical than ever. The Customer of Tomorrow examines many of the changing behaviors, technologies, and expectations that companies must understand in order to build valuable and lasting relationships in the years to come. Drawn from the best of Knowledge@Wharton’s reporting, this volume in the Knowledge@Wharton Essentials series features stories addressing: Customer loyalty in the age of big data When more data doesn’t mean better customer service How to build loyal customers in the information age Why customer service is often the ignored side of social media When does it make sense to have a bricks & mortar location for customers

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    The Customer of Tomorrow

    Foreword by Barbara E. Kahn
    Read by Karen Saltus
    1.3 hrs • 7/1/15 • Unabridged
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  12. 1.3 hrs • 6/1/2015 • Unabridged

    Youtility fundamentally changes how accountants and accounting firms think about marketing and their business. Jay Baer defines “Youtility” as information and resources given away for free to build awareness and trust. Youtility creates awareness, customers, and loyalty over the long-term. 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. The difference between helping and selling is just two letters, but embracing the former makes the latter much, much easier. Meticulously researched, and filled with examples of accountants and accounting firms that have accelerated their business enormously by embracing the principle of Youtility marketing, this special audiobook from bestselling authors Jay Baer and Darren Root provides a groundbreaking plan for using information and helpfulness to transform the relationship between companies and customers. Based on the New York Times best seller Youtility, this is the playbook for modern marketing effectiveness in the accounting industry.

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    Youtility for Accountants

    1.3 hrs • 6/1/15 • Unabridged
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  13. 7.9 hrs • 6/1/2015 • Unabridged

    While millions of consumers carry on unaware, powerful companies are racing to gain more knowledge and data than anyone, including any government, has ever had. The goal is to understand consumer behavior and desires, from mundane matters to our most private and intimate affairs. This massive trove of data represents an immense prize for these companies. In economic terms, it is one of the most valuable assets on the planet. In All You Can Pay, Anna Bernasek and D.T. Mongan show how companies use what they know about you to determine how much you are willing to pay for certain products and services. Colleges calculate the price you pay based on the information revealed in the application almost all parents submit for federal aid. Hotels, sports events and health products and services are also using this strategy. The price of everything online—from airline tickets to toilet paper—now fluctuates from moment to moment. Through a toxic combination of price discrimination and cutting-edge technology, sellers can instantly change the price they charge an individual based on their calculations of demand and supply at that point in time. Online stores use your zip code to charge you a different price from someone in another zip code. Bernasek and Mongan offer a dire warning and demonstrate how big data threatens the very icon of the American way: the free market. The ability to understand consumers on a granular level, in real time, and simultaneously to customize the price each person is offered, shifts the balance of power away from the consumer so dramatically that the freedom of markets is at risk. The trend is alarming and, if left unchecked, the destination is clear. Yet consumers and companies can still choose a different path, and in this chilling and illuminating book, Bernasek and Mongan show us how.

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    All You Can Pay

    7.9 hrs • 6/1/15 • Unabridged
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  14. 7.0 hrs • 7/1/2014 • Unabridged

    Mobile has reprogrammed your customers’ brains. Your customers now turn to their smartphones for everything. What’s tomorrow’s weather? Is the flight on time? Where’s the nearest store, and is this product cheaper there? Whatever the question, the answer is on the phone. This Pavlovian response is the mobile mind shift—the expectation that I can get what I want, anytime, in my immediate context. Your new battleground for customers is this mobile moment—the instant in which your customer is seeking an answer. If you’re there for them, they’ll love you; if you’re not, you’ll lose their business. Both entrepreneurial companies like Dropbox and huge corporations like Nestlé are winning in that mobile moment. Are you? Based on two hundred interviews with entrepreneurs and major companies across the globe, The Mobile Mind Shift is the first book to explain how you can exploit mobile moments. You’ll learn how to: Find your customer’s most powerful mobile moments with a mobile moment audit. Master the IDEA Cycle, the business discipline for exploiting mobile. Align your business and technology teams in four steps: Identify, Design, Engineer, Analyze. Manufacture mobile moments as Krispy Kreme does—it sends a push notification when hot doughnuts are ready near you. Result: 500,000 app downloads, followed by a double-digit increase in same-store sales. Turn one-time product sales into ongoing services and engagement, as the Nest thermostat does. And master new business models, as Philips and Uber do. Find ways to charge more and create indelible customer loyalty. Transform your technology into systems of engagement. Engineer your business and technology systems to meet the ever-expanding demands of mobile. It’s how Dish Network not only increased the efficiency of its installers but also created new on-the-spot upsell opportunities. Mobile is rapidly shifting your customers into a new way of thinking. You’ll need your own mobile mind shift to respond.

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    The Mobile Mind Shift

    7.0 hrs • 7/1/14 • Unabridged
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  15. 1.3 hrs • 7/1/2014 • Unabridged

    If your organization’s goal is to create a lasting service culture, you’re going to love Customer Love! Mac Anderson has compiled a fantastic book filled with unforgettable true stories about individuals and companies who have “wowed” their customers and turned them into raving fans! In Customer Love: Great Stories about Great Service you will explore twenty-four unforgettable stories about phenomenal customer service. Each chapter will ignite your thoughts and inspire new ideas that you can use to take your customer service to the next level. Share this book with your employees and watch the creative ideas flow. Utilize the ideas behind these creative narratives to grow your business—and remember, “if you do something good for one customer, they’ll tell one hundred other people.” Buy this audiobook to get the creative juices flowing, and, hopefully, inspire you and your team to start your own collection of customer love stories.

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    Customer Love

    1.3 hrs • 7/1/14 • Unabridged
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  16. 0.9 hrs • 5/1/2014 • Unabridged

    “If you ever think customers are a pain in the butt, try to do business without them.” When was the last time you were “wowed” by the service you received? Maybe you were “wowed” while buying groceries, resolving a problem with your bank, checking into a hotel or flying across the country. Or maybe you were not. It seems that the secrets behind world-class service are often just that—secrets! In his audiobook, The How of Wow!, award-winning author John J. Murphy challenges you to differentiate your organization from the pack with his ten secrets behind world class service. This is a book about creating raving fans-customer advocates who go out of their way to spread the good word about the experiences they have consistently had with you. John shows us to make “wowing” customers the rule, rather than the exception.

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    The How of Wow!

    0.9 hrs • 5/1/14 • Unabridged
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