Editorial Review

In an effort to determine why people buy, Paco Underhill and his detailed-oriented band of retail researchers have camped out in stores over the course of 20 years, dedicating their lives to the "science of shopping." Armed with an array of video equipment, store maps, and customer-profile sheets, Underhill and his consulting firm, Envirosell, have observed over 900 aspects of interaction between shopper and store. They've discovered that men who take jeans into fitting rooms are more likely to buy than females (65 percent vs. 25 percent). They've learned how the "butt-brush factor" (bumped from behind, shoppers become irritated and move elsewhere) makes women avoid narrow aisles. They've quantified the importance of shopping baskets; contact between employees and shoppers; the "transition zone" (the area just inside the store's entrance); and "circulation patterns" (how shoppers move throughout a store). And they've explored the relationship between a customer's amenability and profitability, learning how good stores capitalize on a shopper's unspoken inclinations and desires.Read more

Reviews (123)

Brilliant
If you are in retail or you distribute your products through retail, this is a MUST read.

Merchandising practical lessons for US culture
A compelling book,loaded with insightful comments of the way customers responses at the retail world, ideas gathered in many years ofexperience the author and his team had expended watching people behave naturaly in a retail enviroment. A good book for business people interested in learning consumer behavior in a practical sense.
Flash of the obvious
An awesome new business book I read was Why we Buy- The Science of Shopping by Paco Underhill.This one is a business book primarily of interest to retailers (although I see similarities in retail and online habits).Paco (and his researchers) followed and recorded the behavior of tens of thousands of shoppers.From this he is able to run a consulting business that makes recommendations to retailers on minor changes they can make to increase their sales.
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Subjects:  1. Marketing - Research    2. Business / Economics / Finance    3. Marketing research    4. Anthropology - Cultural    5. Behavioural theory (Behaviourism)    6. Business & Economics / Consumer Behavior    7. Consumer Behavior - General    8. Shopping    9. Business/Economics    10. Business & Economics    11. Consumer behavior   

Reviews (89)

Classic - Important
This is the fourth edition, so that means there is value in the message.It has proven its value in the market place.
Easy To Read, But Makes You Feel Very Smart!
This is one of those books that is generally as easy to read as a pop-psychology book, but has the flair and style of something much more intellectual. I do agree with one reviewer who says it reflects much of the material in Cialdini's other book on the subject--but it isn't precisely the same.
Outstanding book
I always look to customer reviews before I decide whether or not to purchase. I never really thought about why I did it until I read this book.
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Subjects:  1. Applied Psychology    2. Compliance    3. Influence (Psychology)    4. Marketing - General    5. Mental Health    6. Persuasion (Psychology)    7. Psychology    8. Cognition & cognitive psychology    9. Psychology & Psychiatry / General    10. Science: General Issues    11. Self-Help    12. Business & Economics    13. General   

Reviews (13)

Sure it's good, and a good price by the pund too!
A pretty good overview and a lot of in-depth material on Multivariate data analysis.Not quite a bed time read though.
Good for a second stats course & reference
We used this book for our Stats 2 course in grad school, and although our professor was good enough to eclipse Hair, et al. (he had written his own Stats text), I am most pleased at how much mileage I have drawn from Hair, et al. in the years since I took the course.In my subsequent career, reviewers have often sent me back to Hair, et al. when they have questions about something I'm doing with a data analysis, so it has become an invaluable reference for that reason alone.
simple but great!!
I used this book as a reference on the topics while I was working on a research project at the university. Because the book does not use complex mathematics to explain the multivariate statistics, it is easy for social sciences students to understand. Each chapter starts with an overview, step-by step procedures and ends with an example from the data set that is used throughout the book.
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Subjects:  1. Mathematics    2. Multivariate Analysis    3. Probability & Statistics - General    4. Probability & Statistics - Multivariate Analysis    5. Science/Mathematics    6. Business & Economics / Statistics    7. Business mathematics    8. Market research    9. Probability & statistics   

Reviews (18)

Mrs. Mortgage Broker
I decided to review the library's copy before I bought it and I could not get enough info out of it!I found myself taking notes and almost writing in the library's copy!I rushed and bought the book.Now it's covered in pink and yellow highlighter.I feel like I'm back in college preparing for an exam -- except this time, my studying is going to directly contribute to my bank account!Truly valuable!

Get More Referrals Now
I found this book to be very educational to anyone in the sales industry.I used most of the techniques and found them beneficial to the growth of my business.I found the material easy to read and straight to the point.

Interesting Ideas
Overall an interesting read. Makes you think out of the box. This book gave me more ideas to make my business grow. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business referrals    4. Career/Job    5. Customer Service    6. Marketing - General    7. Sales    8. Sales & Selling - General    9. Sales & Selling - Techniques    10. Business & Economics / General    11. Sales & marketing   

Reviews (11)

Confusing
I have been teaching second year university business students (4-year program) and for the past three semesters have been using this book (7the edition international). Hopefully, this will change soon. Although the examples are interesting and the illustrations are understandable, I found that it was very unhelpful of the text to keep writing things like "products and services" when I had just finsihed explaining that services are actually a type of product. Another similiar example was the use of "marketing and advertising".
Relatively good textbook
Kotler and Armstrong always produce lucid, succinct books on Marketing and Marketing Management. As a lecturer in the Business/Management area, I use these books in the course of my work.
You listed the wrong edition
The edition you sent me was the 6th edition, not the 7th. I think you need to clarify in the future on the exact edition, even if the SKU number is the same. ... Read more

Subjects:  1. Advertising & Promotion    2. Business & Economics    3. Business / Economics / Finance    4. Business/Economics    5. Marketing    6. Marketing - General    7. Business & Economics / Marketing / General    8. Sales & marketing   

Reviews (1)

New Marketing Concepts from Classical Texts
Kotler, a symbolic guru of marketing, has brought a new offering of "Framework for Marketing Management" since years' serial publication of classic texts in marketing management.
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Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Management    5. Marketing    6. Marketing - General    7. Marketing - Product Management    8. Marketing Management    9. Business & Economics / Marketing / General   

Reviews (5)

Best Distribution channels book around
Excellent book both in terms of framework and use of practical examples.Comprehensive coverage.Quite updated and international coverage due to the alliance with E. Anderson that teaches in Insead. The mix of the authors's background clearly enriches the book. Highly recommended and easy to see why it is in its 7th edition.

every CEO should read this book
This edition is really a significant leap forward with so many great examples bringing the framework and principles to life. All the other changes help to broaden the readership appeal and increase the book's usability.
Theorical and Practical
This book, containing plenty of cases in accordance with each topic in every chapter, gives readers hand-on perception on how the theory exists within the business world. I especially love chapter 8:"Channel Power", which specifies 5 powers a manufacturer or distributor may owns and how to deploy them properly in different situation or period. While you read, the book keeps you thinking about your own business and desiring to apply these breakthrough knowledge tomorrow, great! ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Industries - Retailing    5. Marketing - General    6. Marketing - Multilevel    7. Marketing Management    8. Marketing channels    9. Business & Economics / Distribution    10. Sales & marketing   

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business ethics    4. Business/Economics    5. Human Resources & Personnel Management    6. Management - General    7. Marketing - Multilevel    8. Social responsibility of busin    9. Social responsibility of business    10. United States    11. Business & Economics / Human Resources & Personnel Management    12. Economics, Finance, Business and Industry    13. Personnel & human resources management   

Reviews (40)

Marketing Reference
This book is part of Executive MBA courses, I have to admit that, this book covers different areas and considered as one of the important Marketing references.
Rip off, no new material since edition 2
Kotler tries to sell college students new books every year, hence the 12th edition he is now marketing. There is no new information, and the information contained is no different from any $12 marketing book.Students, buy an old edition and save, teachers stop using books like this, more and better information is available for free over the net anyway. Just because they are expensive and shiny doesn't mean they are worthwhile.BTW this is also available in an international edition with the exact same content for 1/4 of the cost.

Marketing Bible
This book by Marketing Guru Philip Kotler is a Bible you must read before starting your career in Marketing. 'Marketing Management' mainly focuses on strategic decisions of a marketer, such as positioning, segmentation, startegies at different stages of product life cycle, brand building strategies, etc. It is better to finish 'Principles of Marketing' first to understand the strategies in marketing management.
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Subjects:  1. Advertising & Promotion    2. Business & Economics    3. Business / Economics / Finance    4. Business/Economics    5. Entrepreneurship    6. Management    7. Management - General    8. Marketing    9. Marketing - General    10. Marketing Management    11. Business & Economics / Marketing / General    12. Sales & marketing management   

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Marketing    5. Marketing - General    6. Business & Economics / Marketing / General    7. Sales & marketing   

Reviews (66)

Worth It!
Outlines the things that waste time and the things that make money. Always a good motivator.

One of the most complete sales books of all time.
The "Sales Bible" is a masterpiece.This is one of the most complete books on sales that I have ever read.When I became a sales leader four years ago this was the first sales book our team read together.The practical sales tips and techniques Jeffrey Gitomer discloses in this book are priceless.I have a sales rep that tells everyone that will listen that "The Sales Bible" is the reason he tripled his income in less than three years!David Otis Author of "Walk Fast, Talk Loud and Smile.

covers important techniques, buta bit unorganized and long
A very long book of over 300 pages.Very useful information in this book, but I found it to be too wordy and long, too much nonsense.It's hard to go back and find the usefull information.He tries to be too entertaining and all I want is the facts/techniques. Ironic, he advises to not sound like a salesman and to listen more then you speak, but then he goes and does just that. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Management - General    5. Sales    6. Sales & Selling - General    7. Sales & Selling - Techniques    8. Selling    9. Skills    10. Study and teaching    11. Business & Economics / Sales & Selling    12. Sales & marketing   

Reviews (56)

This book changed my life and our business model
Effort-Less Marketing walks you through 5 steps to a super profitable business and a wonderful life.This book has changed my life in many ways.I really did not have a vision of where our company was headed until I read Steve's book. Everyday I now work on the vision of my future life along with our companys.There are many great tools in this book to help anyone that is just getting started in the industry or someone who has been in the business for years.The tools help organize you so that implementation is very easy.
A Marvelous Cook Book on How to Succeed!
I have been a practicing securities attorney for over 30 years. My clients are faced with daunting challenges in raising their capital. Over my career I have met most of the experts in capital formation.I met Steve Moeller 20 years ago when I heard him present to a room full of financial wholesalers. Steve knew more about the business than anyone I had ever met. When I found out about his book - Effortless Marketing - I immediately secured my copy and poured through it. I do not know how Steve does it, but he is the master at communicating to professionals strategies and tactics in easy-to-understand ways. More importantly, I think Effortless Marketingexplores deeply the ins and outs of the secrets of great financial advisors.The professional advisor studying this book should be confident that he/she is getting the best there is. Steve has not left anything out of this book. It is so rare to find such sophisticated material made so easy. This is a cookbook of how to succeed. It is full of checklists to real life stories that validate Steve's advice. As a writer myself, I know how hard it is sometimes to provide both the easy-to-use and sophisticated material. Steve knows how to do it.
Best Book for Advisors Available
I have been in the investment industry for 28 years. I have had the best training available through three major brokerage firms. Steve and his book have ideas and concepts way ahead of where the industry is today. Steve's techniques are truly effortless and have transformed my business and my life. Effortless Marketing is a must read for anyone interested in staying on the cutting edge of the financial services industry.
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Subjects:  1. Business    2. Business & Economics    3. Business & Economics / Finance    4. Business & Economics / Marketing / General    5. Business/Economics    6. Finance    7. Financial services industry    8. Marketing    9. Marketing - General   

Reviews (25)

Wow!So This is How Call Centers Work!
I've generally been an IT Director and Project Manager, so I read this book to get a better idea of my customers' needs.I was pretty excited to discover that there's at least one good summary of what call centers do and how they do it.For my own sake--and perhaps yours--here's my summary of Brad and Julia's summary: Call Center Management ~On Fast Forward
We were in the process of re-organizing our call center and based on the excellent reviews that I read, I choose this book.Well, the reviews were right.This book is excellent. It is very well written and explains all aspects of organizing and analyzing a Call Center. We have ordered a total of 6 copies and they are being utilized by the V.P. of Operations, Operations Manager, IT dept, and the Customer Service Dept.

Comprehensive handbook for management
The perfect book for the people that are managing the call centers. Especially when call center is just a part of your responsibility and you need a comprehensive and ehhaustive in-depth description of call center activities. Great book. Good for both excecutives to understand what the call center managers are doing (even in terms of languages they speak, very usefull, if you are not able to undestand sometimes the cc managers you need the book) and call centers managers in order to understand how to present their work to the executives. ... Read more

Subjects:  1. Business & Economics / Customer Service    2. Business / Economics / Finance    3. Business/Economics    4. Customer Service    5. Marketing - Telemarketing    6. Business management    7. Call Centers Management    8. Call centers    9. Management    10. Telecommunications   

Editorial Review

Sometime during the last 30 years, the service economy emerged as the dominant engine of economic activity. At first, critics who were uncomfortable with the intangible nature of services bemoaned the decline of the goods-based economy, which, thanks to many factors, had increasingly become commoditized. Successful companies, such as Nordstrom, Starbucks, Saturn, and IBM, discovered that the best way to differentiate one product from another--clothes, food, cars, computers--was to add service.Read more

Reviews (32)

How to Sell the Sizzle
Authors B. Joseph Pine II and James H. Gilmore look at the ways that corporations create engaging experiences for their customers to boost sales. They amass examples that confirm the developing trend toward an "Experience Economy." Their premise is that the post-industrial economy has evolved beyond delivering commodities and services, and is now poised to deliver "experiences." These experiences can include everything from a meal at a theme restaurant to a Disneyland vacation. The premise is interesting, but before you hit the trend button, realize that this is not the first time marketers have courted customers with powerful retail experiences. However, it may be the first time sellers have used virtual reality and Hollywood-style animated props. This intellectually interesting book dares to be far out and to pursue the concept of engaging customers to its extremes. We recommend this book to business owners or marketers more as a theoretical introduction to the "Experience Economy" than as a marketing manual. If you feel intrigued and engaged, that's the point. For more information, please refer to Disney World.

Curtain-Call Economics
Wow!I was so fascinated with this insightful book that I coined the above phrase.Curtain-call economics is the thrust of this book.How would your customer describe his experience with your company?How entertaining, how engaging, how educational and how beautiful was his experience?This book is chock-full of real-life examples of how to capitalize in this new arena comprising our economy.First there arose an industrial era, then a service era, now, an experiential era.With all types of services abounding and ubiquitous, your differentiation will be in providing the superior experience.This book categorically and metaphorically allies you with the absolute fundamentals for positioning your establishment for success.So, in keeping with one of the teachings of this book on building suspense, I will just say that there is an era immediately following this 'experience' economy that is delineated with much delight at the conclusion of the book.

More Exciting Than it Sounds
With a title like "The Experience Economy" and a tagline that reads "Work is Theatre and Every Business a Stage," one would think this would be an exciting and daring book on innovative business strategies. Daring it most certainly is; the metaphor comparing work to theatre is adventurous and eye-opening. But it is also overdrawn, and is rooted too much in theory and not so much in practical example. A particular disappointment was that the book did not really address how online businesses can create experiences for their clients; it is geared primarily towards offline busineses. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Customer services    5. Development - Business Development    6. Diversification in industry    7. Entrepreneurship    8. Marketing - Product Management    9. Product Management    10. Business strategy    11. Sales & marketing   

Reviews (4)

Shippment
Book was in perfect condition with the exception of some small damage that occurred during shipping.The company packaged it well, I think the postoffice just used metal straps during shipping which damaged the book a little.But the company shipped it out immediately which is appreciated!
Strategic Marketing Problems... Not Solutions
I was disappointed. The book does contain some interesting thoughts, but 90% of the content is a description of companies facing marketing problems (case studies with a lot of facts). The author doesn't offer the solutions and best practises that would help solve these problems. While reading this book, i felt i was eating a burger without meat. Something is missing... Great and comprehensive
I am a MBA Candidate with a finance focus who had the pleasure to use this book. Never before had I imagined that marketing could have the amount of numerical focus that this book shows. There's a case for every type of industry and many world-famous companies in this book. What else is missing from an introduction to marketing text?! ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Case studies    5. Customer Service    6. Decision making    7. Management    8. Marketing    9. Marketing - General    10. Marketing Management    11. Business & Economics / Customer Service    12. Sales & marketing management   

Reviews (1)

A Thorough Reference
This book is written like a textbook - starting with the most basic concepts - but moves on to discuss the tools and techniques of market analysis in considerable detail. Separate sections deal with residential, office and industrial, retail, hotels and resorts, and mixed-use developments. Case studies are given for each type of property. Technologies and data sources to assist analysis are discussed.Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Case studies    5. Market surveys    6. Marketing - General    7. Real Estate - General    8. Real Estate - Sales    9. Real estate business    10. Real estate development    11. United States   

Reviews (9)

Great book
As someone who writes about customer service, I found this book very interesting. It's an excellent read for a customer service representative and I'd recommend companies getting the book for each of their employees. It covers some customer service basics, how to handle certain situations, and is really a great overview of what great customer service is and how to deliver it.

Whoa! That's me in that book!
This is a great book for all customer sservice reps. Here is what I especially loved: I am not alone. Many people across America feel as I do. It makes me feel better about all the people I have to deal with!

Working with customers
Super Service is a great book for people who work on the front line like me. It is about not taking things personally and not being at the affect of the customer. When I give great customer service--I am the one who gets to feel good at the end of the day. The fact that the customer goes away feeling satisfied is just an added bonus. I've noticed that a lot of people in customer service positions act like they don't want to be there--like they are victims or something. Super Service reminds me that great service begins and ends with me. After all--if it's not about me--then who is it about? ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Customer Service    5. Customer relations    6. Customer services    7. Human Resources & Personnel Management    8. Business & Economics / General   

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Economics - General    5. Marketing - General    6. Business & Economics / Marketing / General    7. Sales & marketing   

Reviews (6)

CS BOOK
Solid book on CS- long read!
The book that was missing
This book fills in the empty space of academic books in CRM. Most of the publications and articles I've read deal with research on the subject and companies selling their programs. In this book Peppers and Rogers compiled a comprehensive text with theory, research and contributions from other authors that are a valuable tool for the under and graduate level.

Highly Recommended!
This very extensive text on customer relationship management leaves nothing unsaid or unexplained. Authors and editors Don Peppers and Martha Rogers tackle the subject with admirable organization, clarity and depth. They define every important term and do not lose the reader in marketing jargon - a rare virtue in a book about marketing. The text, including contributions from other well-known experts in the field, propounds a well-developed theory of customer relationship management (CRM) and sets out numerous examples to illustrate, explain and clarify the theory. Useful as a handbook, textbook or reference manual, the book covers - among many other core subjects - customer identification and differentiation, customer feedback, an analysis of retailing and basic tools for CRM. We highly recommend this book to service-oriented managers and executives. To form profitable relationships with your customers, first get friendly with Peppers and Rogers. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Consumers' preferences    5. Customer Service    6. Customer relations    7. Decision Making & Problem Solving    8. Management    9. Marketing information systems    10. Relationship marketing    11. Business & Economics / Decision-Making & Problem Solving    12. Customer services    13. Management of specific areas   

Reviews (12)

New Ways to Measure Marketing Effectiveness
The people who really started measuring marketing are the mail order folk. You run an ad or you mail out a few thousand catalogs and you can almost immediately measure the return on your investment. Then when computers became common place, they began to measure not only the immediate return but the acquisition cost vs. the lifetime value of a customer. That is, you may not have gotten as many customers from Ad B, but they bought more stuff down through the next months or years than the customers from Ad A.
Every executive who is responsible for the way their company competes should study the metrics in this book
Personally, I love these kinds of handbooks.Having a ready resource for these dozens of metrics can help any executive understand their business and think about ways to compete in the marketplace in new ways.Too often marketing is thought of in terms of advertising and sales, but it is so much more than that.Marketing is everything your company does or needs to do to choosing a marketplace, the products to compete with, how to promote and sell them, and how to better understand your market, your competition, and how it is changing over time.
Like the Kama Sutra...
Reading this book is a little like reading the Kama Sutra. Both books discuss fascinating subjects but readers are given far more information than they are ever likely to use in practice.
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Subjects:  1. Advertising & Promotion    2. Applied    3. Business & Economics    4. Business / Economics / Finance    5. Business/Economics    6. Marketing    7. Marketing - Research    8. Marketing Research    9. Mathematical Models    10. Sales & Selling - Techniques    11. Business & Economics / Marketing / General    12. Market research    13. Sales & marketing    14. Sales & marketing management