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Tables of Contents for The Eternal E-Customer
Chapter/Section Title
Page #
Page Count
Foreword
ix
Preface
xiii
Introduction
xvii
Acknowledgments
xxv
Part 1 eBusiness
Business in Internet Time
3
12
eBusiness Cliches
4
4
The Landscape of eBusiness
8
2
Custom Is King
10
1
Better Never Than Late
11
1
Killer Apps
12
1
Reflection
13
1
Executive Summary
14
1
New Rules, New Game
15
34
Customer Expectations
16
4
Emotionally Intelligent Interfaces
20
1
eBusiness Models
21
9
Statistics and Mass Customization
30
8
New Metrics
38
2
Disruptive Technologies and the Need to Innovate
40
6
Executive Summary
46
3
Customer Relations
49
32
A Restaurant at the Edge of the Internet
49
3
A Carriage Ride
52
3
Service Standards
55
3
The Satisfaction--Loyalty Connection
58
3
The Loyalty Effect
61
14
Privacy
75
3
Executive Summary
78
3
Part 2 Technological Underpinnings
81
84
The Human--Computer Interface
83
34
JoesUsedAutoParts.Com
84
2
The User Interface
86
21
Interface Dialogues
107
3
Interface Personalities
110
2
Evaluating User Interfaces
112
1
The Future
113
1
Executive Summary
114
3
Bots, Intelligent Agents, and Virtual Personalities
117
22
The Back End: Memory
118
6
It's Only Logical
124
5
Bots and Intelligent Agents
129
5
Localization and Internalization
134
1
Profiling
135
2
Looking Ahead
137
1
Executive Summary
137
2
Technological Trajectory
139
26
It's the Law
141
2
Great Expectations
143
1
Let Your Imagination Soar
144
2
Digital Cloning
146
7
Making It Happen
153
11
Executive Summary
164
1
Part 3 Putting It All Together
165
70
Leveraging Technology
167
22
The Sales Process
168
2
When Humans Aren't Enough--Or When There Aren't Enough of Them
170
2
How Technology Can Help
172
9
Economic Darwinism in Action
181
1
Where Interactive Web Technology Shines
182
1
Converting Clicks to Customers
183
3
Executive Summary
186
3
Rate-Limiting Factors
189
24
Overview
190
2
Technical Factors
192
5
Social Factors
197
6
Managerial Factors
203
1
Economic Factors
204
2
Political Factors
206
4
Wrap-Up
210
1
Executive Summary
210
3
Making Your Move
213
22
The SOAP Method
214
9
A Plan
223
3
Overriding Principles
226
1
Action Items
227
1
Follow Up
228
1
Resources
229
1
The Long View
229
3
Executive Summary
232
3
References
235
2
Glossary
237
12
Index
249