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Why are we surrounded by broken experiences? Have our organizations become so complex and our roles so specialized that customers must suffer through our collective shortcomings? No matter what your role or title is, happier customers and a healthier organization should be front and center in what you do. But, chances are, your conversations are all wrong and your mental models are anemic. In this practitioners guide, Greg Olson reveals new mental models like the Promise Delivery System and the 3 Psychological Zones along with real world examples and recipes that can be applied immediately to...

As the first book to examine the psychological motivations underlying people's attitudes, as well as why people form attitudes, this volume presents empirical research describing theoretical perspectives and practical applications. The editors assembled the leaders in the field to examine the topics of attitude function persuasion, individual-differences approaches, and the role of motivation within a variety of psychological disciplines, including social, personality, consumer, and environmental.