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The Eternal E-Customer,
How Emotionally Intelligent Interfaces Can Create Long-Lasting Customer
Relationships
Bergeron has created an interesting blend of customer loyalty ideas with sufficient how to's for building an Internet site to create loyal customers or to at least deepen one's analysis of web sites. Some webmasters even be able to take these principles and actually construct a web site without making some of the horrible mistakes we read about daily in the newspapers or personally experience on someone's poorly designed web page. One point Dr. Bergeron makes is that the landscape is changing so rapidly in the e-business world that our business models are going to be changing for a long time. In order to cope with these compelling changes, businesses need to operate with a set of well-defined principles that can enable the organization to survive in spite of all the change. Bergeron summarizes his take on these principles under the title, Emotional Intelligent Interfaces (EIIs). This book is divided into three sections, the first section providing an overview of the current e-business environment. In this section, Bergeron makes the point that loyalty can be bred if the interfaces in the web site are emotionally appealing. In the second section, Bergeron overviews the technologies that can be used to create his EIIs. At the back of the book is an incredibly useful glossary, that is alone worth the price of the book. Since new words are being created on a daily basis, these glossaries can help us wander through such ideas as: Edutainment, digital cloning, chatter bot, and Brown's law. In the final section of The Eternal E-Customer, Bergeron shows how current technologies can be used to entice web surfing customers to come back to your site over and over again. If you're too busy to read the entire book, Bergeron has nicely placed a condensed Executive Summary at the conclusion of each chapter. And that's an example of an Emotionally Intelligent Interface! Janelle Barlow, President
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TMI US
tel: 702 939-1800
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