The Eternal E-Customer: How Emotionally Intelligent Interfaces Can Create Long-Lasting Customer Relationship

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9780071364799: The Eternal E-Customer: How Emotionally Intelligent Interfaces Can Create Long-Lasting Customer Relationship

The Eternal E-Customer focuses on getting e-businesses to the next level of customer loyalty. In the competitive world of e-commerce, the winners know that the key to success is customer appreciation and retention. Emotionally intelligent interfaces (EII) are driven by data from previous customer interactions, explicit customer preferences, and based on customer profiles. EIIs build trust and customer loyalty by offering shoppers the intimacy and individual attention they expect from the corner store. In this groundbreaking book, Harvard professor Bryan Bergeron provides a roadmap to get readers up to speed on all crucial business and technology aspects of EIIs, and explains how to create the information infrastructure needed to support EIIs tailored to their businesses.
-- Focuses on achievable results using current technology
-- Includes a companion Web site with links to examples of state-of-the-art EII technologies

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From the Back Cover:

For anyone involved in developing, specifying or managing the Web component of their business, here is a strategic plan that will work! Harvard professor Bryan Bergeron clearly and compellingly explains how to take advantage of current e-commerce technology to convert "clicks" into "sticks" - loyal, delighted customers who keep coming back for more!

"How do you win consumer loyalty in today's economy? Merely satisfying a customer won't result in a loyal customer. It's not enough to meet or even exceed a consumer's needs once and then slack off into business as usual. Loyalty is the fruit of a focused, continuous, well-executed plan of relationship building." -- Bryan Bergeron

Whether you're a traditional brick and mortar Fortune 1000 company with an evolving presence or a dotCom startup, the number one challenge in this era of consumerism is building consumer loyalty. Today, consumers are armed with more and more Internet-fueled information and newly acquired sophistication. Make no mistake: they are not predisposed to loyalty. They are drawn to convenience: lowest price, shortest time to delivery and highest quality service. You can't expect customer loyalty - you have to earn it. Fortunately, every customer contact is an opportunity to improve upon a customer relationship and to learn more about customer needs.

So asserts author and Emotionally Intelligent Interface (EII) designer Dr. Bryan Bergeron in this groundbreaking book that explains why EII's are such a critical factor for eCommerce success - and how to take advantage of today's EII technology to more effectively build long and lasting customer relationships.

Review:

"...a masterful job. He presents a roadmap for the next generation of Web-based service delivery." -- John P. Glaser, Ph.D., Vice President and CIO, Partners HeathCare System

"...brilliant and entertaining... Bryan Bergeron has provided a comprehensive and insightful roadmap to this e-revolution now in its infancy." -- From the Foreword by Ray Kurzweil, Author of The Age of Spiritual Machines

"A very readable overview of the strategies and technologies used to convert clicks to loyal customers...a must-read..." -- Aaron Kleiner, Cofounder, MIT Enterprise Forum

"If you're a manager in an organization that's trying to figure out a carack Web strategy, this book is for you..." -- Peter Leyden, coauthor of The Long Boom and former Maaging Editor of Wired magazine

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