The eternal e-customer: how emotionally intelligent interface can create long lasting relationships
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York [u.a.]
McGraw-Hill
2001
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXVI, 261 S. |
| ISBN: | 007136479X |
Internformat
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-009216262 | ||
Datensatz im Suchindex
| _version_ | 1804128293074501632 |
|---|---|
| adam_text | Foreword ix
Preface xin
Introduction xun
Rcknouiledgments xxu
Part 1 eBusmess 1
1 Business in Internet Time 3
eBusiness Cliches 4
The Landscape of eBusiness 8
Custom Is King 10
Better Never Than Late 11
Killer Apps 12
Reflection 13
Executive Summary 14
1
ui Contents ;
2 New Rules, Neui Game 15
Customer Expectations 16
Emotionally Intelligent Interfaces 20 j
eBusiness Models 21
Statistics and Mass Customization 30
New Metrics 38
Disruptive Technologies and the Need to Innovate 40
Executive Summary 46
3 Customer Relations 19
A Restaurant at the Edge of the Internet 49
A Carriage Ride 52
Service Standards 55
The Satisfaction Loyalty Connection 58
The Loyalty Effect 61
Privacy 75
Executive Summary 78
Part B Technological Underpinnings 81
H The Human Computer Interface 83
JoesUsedAutoParts.Com 84
The User Interface 86
Interface Dialogues 107
Interface Personalities 110
Evaluating User Interfaces 112
The Future 113
Executive Summary 114
5 Bots, Intelligent Rgents, and Virtual Personalities 117
The Back End: Memory 118
It s Only Logical 124
Bots and Intelligent Agents 129
Localization and Internalization 134
Profiling 135
Looking Ahead 137
Executive Summary 137
6 Technological Trajectory 139
It s the Law 141
Great Expectations 143
Contents un
Let Your Imagination Soar 144
Digital Cloning 146
Making It Happen 153
Executive Summary 164
Part 3 Putting It fill Together 165
7 Leueragmg Technology IE?
The Sales Process 168
When Humans Aren t Enough—Or When There
Aren t Enough of Them 170
How Technology Can Help 172
Economic Darwinism in Action 181
Where Interactive Web Technology Shines 182
Converting Clicks to Customers 183
Executive Summary 186
B Rate Limiting Factors IBS
Overview 190
Technical Factors 192
Social Factors 197
Managerial Factors 203
Economic Factors 204
Political Factors 206
Wrap Up 210
Executive Summary 210
9 Making Your Moue E13
The SOAP Method 214
A Plan 223
Overriding Principles 226
Action Items 227
Follow Up 228
Resources 229
The Long View 229
Executive Summary 232
References 235
Glossary 237
Index 2H9
|
| any_adam_object | 1 |
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| author_facet | Bergeron, Bryan P. 1958- |
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| author_sort | Bergeron, Bryan P. 1958- |
| author_variant | b p b bp bpb |
| building | Verbundindex |
| bvnumber | BV013502286 |
| classification_rvk | QP 650 |
| ctrlnum | (OCoLC)635034937 (DE-599)BVBBV013502286 |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-09T18:46:56Z |
| institution | BVB |
| isbn | 007136479X |
| language | English |
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| physical | XXVI, 261 S. |
| publishDate | 2001 |
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| publisher | McGraw-Hill |
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| spelling | Bergeron, Bryan P. 1958- Verfasser (DE-588)1089637756 aut The eternal e-customer how emotionally intelligent interface can create long lasting relationships Bryan P. Bergeron New York [u.a.] McGraw-Hill 2001 XXVI, 261 S. txt rdacontent n rdamedia nc rdacarrier Website (DE-588)4596172-4 gnd rswk-swf Electronic Commerce (DE-588)4592128-3 gnd rswk-swf Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundentreue (DE-588)4393499-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Website (DE-588)4596172-4 s Kundentreue (DE-588)4393499-7 s DE-604 Electronic Commerce (DE-588)4592128-3 s DE-188 Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009216262&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Bergeron, Bryan P. 1958- The eternal e-customer how emotionally intelligent interface can create long lasting relationships Website (DE-588)4596172-4 gnd Electronic Commerce (DE-588)4592128-3 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Kundenmanagement (DE-588)4236865-0 gnd Kundentreue (DE-588)4393499-7 gnd Unternehmen (DE-588)4061963-1 gnd |
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| title | The eternal e-customer how emotionally intelligent interface can create long lasting relationships |
| title_auth | The eternal e-customer how emotionally intelligent interface can create long lasting relationships |
| title_exact_search | The eternal e-customer how emotionally intelligent interface can create long lasting relationships |
| title_full | The eternal e-customer how emotionally intelligent interface can create long lasting relationships Bryan P. Bergeron |
| title_fullStr | The eternal e-customer how emotionally intelligent interface can create long lasting relationships Bryan P. Bergeron |
| title_full_unstemmed | The eternal e-customer how emotionally intelligent interface can create long lasting relationships Bryan P. Bergeron |
| title_short | The eternal e-customer |
| title_sort | the eternal e customer how emotionally intelligent interface can create long lasting relationships |
| title_sub | how emotionally intelligent interface can create long lasting relationships |
| topic | Website (DE-588)4596172-4 gnd Electronic Commerce (DE-588)4592128-3 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Kundenmanagement (DE-588)4236865-0 gnd Kundentreue (DE-588)4393499-7 gnd Unternehmen (DE-588)4061963-1 gnd |
| topic_facet | Website Electronic Commerce Beziehungsmanagement Kundenmanagement Kundentreue Unternehmen |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009216262&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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