SECTION I: The Importance of Customer Centricity
1. Customer Retention and Profitability
2. Measuring Customer Loyalty with the Net Promoter Score
3. Customer Experience Management
SECTION II: Customer Perception
4. Information Overload
5. The Just Noticeable Difference
6. Perceptual Maps                       Â
SECTION III: Customer Learning and Memory
7. Behavioral Learning: Classical and Operant Conditioning
8. Memorable Taglines
9. Memory Models and Promotional Strategies
SECTION IV: Customer Motivation and Personality
10. The Great Debate
11. Needs and Motivation
12. Appealing to the Id, Superego, and Ego
SECTION V: Segmenting, Targeting, and Positioning
13. VALSâ„¢ Segmentation Categories
14. Positioning Strategies
15. Adopter Categories
SECTION VI: Reference Group Influence and Diffusion of Innovation
16. Forms of Reference Group Influence
17. Types of Reference Groups
18. Diffusion of Innovations
SECTION VII: Customer Attitudes
19. Hierarchies of Effects
20. The Fishbein Model of Attitude Measurement
21. The Extended Fishbein Model
SECTION VIII: Marketing Communication and Attitude Change
22. Multiattribute Models and Attitude Change Strategies
23. The Elaboration Likelihood Model
24. Social Judgment Theory and Attitude Change
25. Balance Theory and Spokesperson Strategies
SECTION IX: Customer Decision Making
26. Group/Family Decision Making
27. Decision Heuristics
28. Decision Rules I: Introduction to Decision Rules
29. Decision Rules II: The Application of Decision Rules
SECTION X: Qualitative and Interpretive Consumer Research
30. Projective Techniques
31. Laddering Interviews and Means-End Analysis
32. Information Display Board
SECTION XI: Cultural and Subcultural Influences
33. The Diversity of Customer Behavior
34. Culture and Customer Behavior
35. The Chinese Consumer
