E-customer : customers just got faster and smarter. Catch up / Max McKeown.

Enhanced descriptions from Syndetics:

The advent of the e-world is changing the way businesses work: from data management to supply chains; from advertising to internal communications; from customer service to product development. Nothing remains untouched. Nothing remains off-wire.

Table of contents provided by Syndetics

• Foreword (p. ix)
• Section 1 The situation (p. 2)
• It's the customer, stupid (p. 3)
• Boring, boring, boring (p. 19)
• It isn't (and it is) just another channel... (p. 24)
• I belong to me (p. 31)
• Section 2 The e-customer (p. 36)
• Will the real e-customer please stand up? (p. 37)
• Star Trek expectations (p. 45)
• Service saboteur (p. 49)
• Fan clubs and user communities (p. 56)
• Section 3 The fight (p. 62)
• The challenge (p. 63)
• Through the looking glass (p. 63)
• In the blue corner ... the real world (p. 71)
• Six senses working overtime (p. 75)
• The proposition (p. 79)
• The wonderful world of 'free' (p. 80)
• The housekeeper question (p. 86)
• One billion e-customers? (p. 89)
• Something with a soul (p. 96)
• The grape-nut story (p. 98)
• The e-generations (p. 101)
• This revolution has a history (p. 102)
• Me-inc.com (p. 104)
• Pester power (p. 109)
• They play but will they pay? (p. 113)
• Websites come from Mars (p. 119)
• Solving mothers' dilemmas (p. 124)
• Don't call me grandpa (p. 128)
• The enabled disabled (p. 132)
• The hunt (p. 135)
• Mind grab (p. 136)
• The night has a thousand eyes (p. 144)
• Spin them 360 degrees and make them dizzy (p. 150)
• The experience (p. 155)
• Ups and downs of the e-customer (p. 156)
• Give a little whistle ... (p. 166)
• That's how it always starts (p. 172)
• Never be taken for granted (p. 180)
• An affair to remember (p. 182)
• Avoiding icky sticky (p. 184)
• Can't you do it the way I like it? (p. 189)
• Fantastic elastic (p. 192)
• How do you smile over the web? (p. 196)
• Hearing gibberish (p. 203)
• Hot news! Technology doesn't always work (p. 210)
• Section 4 Back to the beginning (p. 216)
• Back to the beginning (p. 217)
• Twenty-one principles to win hearts and wallets (p. 218)
• Notes (p. 224)
• Index (p. 229)

Author notes provided by Syndetics

Max Mckeown has been described as a "new media business architect" finding ways of exploiting new trends to the benefit of all company stakeholders including customers and employees. He is a business writer and strategy consultant to organisations across industry sectors. He is founder and chairman of Maverick & Strong, a company that specialises in rebuilding organisations around their customers. He is also a popular conference speaker and a regular magazine columnist. He started his customer contact apprenticeship with First Direct (telephone banking pioneers), developed leading edge e-solutions with AIT (innovative software house responsible for the legendary Keybank and Woolwich multi-channel systems), helped found the CRM group with CMG (Largest European Systems Integrator), joined C3 (Customer Contact Company) before founding Maverick & Strong. He is currently strategic advisor for a number of global e-business ventures.