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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
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