Getting e-business to the next level of customer loyalty
2/26/2001
In e-business the customer is king, but the lack of "warm fuzzies" — the bond between customer and company — may leave many shoppers feeling more like serfs. The answer? Emotionally Intelligent Interfaces (EII). Harvard professor Bryan P. Bergeron defines an EII as "a communications portal between an e-business and consumers that approximates the best qualities of a human customer-service representative. It is personal, engaging, easily understood, polite, and gives the impression of having the consumer's best interests in mind." The book is geared toward people involved in developing, specifying, or managing the Web component of their business who need a competitive edge. To further aid the reader, each chapter concludes with an "Executive Summary" of key points, and a companion Web site, www.EternalEBiz.com, provides links to relevant resources and new information.