By Bryan Bergeron, Ray Kurzweil
Read Online or Download The Eternal E-Customer: How Emotionally Intelligent Interfaces Can Create Long-Lasting Customer Relationship PDF
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Extra resources for The Eternal E-Customer: How Emotionally Intelligent Interfaces Can Create Long-Lasting Customer Relationship
Sample text
The other touch points normally found in each business model are not shown. < previous page page_23 next page > < previous page page_24 next page > Page 24 might blame themselves for not being able to find the site, and they fully expect that there must be a grand site, given the company's massive physical presence. Better to have potential consumers imagine a castle than to give them the reality of a barn. Few businesses have been able to use a barren online presence to supplement and improve their image in the customer's mind.
Whether they are based on caring customer service representatives, computer programs, or both, EIIs build trust and customer loyalty by offering customers the intimacy and individual attention they expect from corner stores. EIIs are driven by data from previous customer interactions, explicit customer preferences, and are based on customer profiles. While Emotionally Intelligent Interfaces make sense for any customerbusiness interaction points, they are especially crucial on the Web, where instant gratification is expected and choices tend to be based on price, not loyalty.
Without knowing anything about the business other than its name, a customer could probably make a very good guess about the decor, the number of oil-stained rags on the desk, the type of calendar on the wall, the education level of the manager, and something about the level of service that he should expect. Now, to add to the customer's knowledge base, suppose he drives to Joe's and gets out of his car. Suppose Joe walks up, greets the customer with a toothless smile and a twoday beard, shakes his hand with his greasy paw, and tells the customer to park his car behind the building, next to the dumpster.