Index_E

E

EarthLink, 131

easyRentaCar, 148–149

eBags, 34, 204

Eccles, Robert, 232

economic metrics, 169–170

Economist, The, 218

eGain, 141

Eisenfeld, Beth, 179

electronic empowerment, 209–215

Eli’s Cheesecake, 128

Ellis, Len, 5

Ellison, Larry, 117

e-mail, 20–21

addresses, updating, 65

benefits to CMR, 62–63

composing tips, 65–66

development of, 61–62

disadvantages of, 63–64

etiquette, 66–69

permission, 50–51

relevancy and, 69–70

simple, importance of, 64

spam, 67–68

Emailreplies.com, 66–67

eMedia Inc., 219

e-motional technology, 215

Emotion Marketing: The Hallmark Way of Winning Customers for Life (Robinette and Brand), 34–35

employee commitment, role of, 129

employee empowerment, 175–177

empowerment

customer, 7–8, 31–33, 128

electronic, 209–215

employee, 175–177

how much is too much, 18–19

personalization and customization and, 86–88

wireless, 220–221

Enron Corp., 117

Envirosell, 74–75

E.piphany, 87, 141

Equilum Consulting, 98

equity

brand, 189

customer, 186–191

relationship, 189

value, 188–189

e-service, 133–147

e-Street, 57–58

European Union, 67

Exxon-Mobil, Speedpass, 223

E-ZPass, 223