Customer Reviews

The Eternal E-Customer: How Emotionally Intelligent Interfaces Can Create Long-Lasting Customer Relationship

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As a software developer who develops websites, since reading this book, there have been many times I've sat in a meeting wishing everyone else around me had read it as well. While reading it, I found myself nodding in agreement with much of what Bergeron says. Technical people and management as well as web designers should read this book (not to mention anyone who's in business at all, whether you consider yourself an e-tailer or not). There's a lot of insight that goes beyond web technology that should be useful to anybody.

The material is presented with humor and ease such that you feel like you're having a conversation with the author. Beware that if you don't read this book, it's possible that your competition might have read it and could already be implementing some of its suggestions.

The web is a constantly evolving metaphor for electronic, people-less commerce. As the recent dot com bomb has illustrated, there's nothing magic about a web site. You have to treat customers like customers and provide a service. Customers don't care if you have trouble setting up a database or links between your phone lines and your ecommerce site. What they expect, they get -- or they go away, never to return. The Eternal Ecustomer does a masterful job at peeling through the layers of jargon and hype that cover the web and exposes the bare nerves of the business-customer relationship. After reading this book, you can't help but "get" why the latest downturn in web stocks was inevitable. IT also illustrates why the winners will be playing by the rules defined here.

Excellent analysis of a complicated subject matter. I think the authors have made understandable and enjoyable reading out of a technical and complex subject, and that is why I think this book should be essential reading for people in this field, from execs to developers.

This book has worthwhile insights for everyone. Say you've never been sure of the meaning of stickiness, haptics, chatter bots, or auto-cannabilizing markets. Or say you know all that and want some practical resources for finding emotionally intelligent interface (EII) components. Bergeron provides all that, and in an engaging style that is knowledgeable without being esoteric. He uses believable, real-world scenarios to make his points and illustrate one of the major complaints about e-business: its lack of warm fuzzies to make customers want to come back. The Eternal E-Customer explains how a properly used EII can create an emotional bond between a company and its customers, a bond that means customer loyalty and continued business. As Bergeron puts it, "If establishing a Web site is like having a child, then creating an emotionally intelligent Web presence is like raising a chld prodigy." After reading this book, managers should feel that they've done some graduate-level homework toward the future of business.

Emotionally Intelligent Interfaces are definitely the next face of the Web. It's just a shame that it's been so long in coming. Eternal Ecustomer does a fine job of introducting the concepts involved in creating and usine intelligent interfaces, synthetic people, and intelligent data warehouses,in a way that is very easy to digest, even by computer novices. I've used the book to help my customer "get" what internet-based service is all about. I recommend the book highly.

As the Marketing Director of an e-commerce start-up, I was entrigued by title and, I have to be honest, the cover really caught my eye. However, this is no fluff book. Bergeron explained exactly the steps to take in developing a loyal customer base. The concept of Emotionally Intelligent Interfaces is simple and brilliant at the same time. Simple, perhaps, because of the ease with which the author describes it. Bergeron truly is a visionary. I recommend this book highly.

I teach a graduate level course in customer relations management and will be using this book as required reading for the class. This is one of those books that's difficult to categorize. It falls somewhere between business and technology, but doesn't require a background in either to fully understand. The stores that wind through the book help tie in the technical and business aspects of the new economy in a way that's fun, enjoyable, and informative.

I manage a group of almost 100 help desk operators for a national company. To my delight, the concepts covered in the eternal ecustomer were so easy to grasp that I now recommend it to my employees and other department heads. The author does a great job of providing a glimpe of the future while grounig the book in reality.

The author made the book easy to follow and enjoyable to read -- without sacrificing the content at all. Reading the book was like sitting down with him and being given a private lecture on e-business. As a customer, I could see how companies have handled their businesses in the Internet era in terms of customer relationships. The aurthor's insight and optimistism toward Internet technology has widened my view. I sent this book to my uncle as a gift. I am sure he, who is a company CEO, will enjoy it as I did.

This is a GREAT book. It's the firt business and technology book that I've ever been able to read, cover to cover, without falling asleep or tossing the book on the shelf, never to open it again. I can't wait to experience the Bots that the author talks about. One day, every web site will have to use the technology described in this book.