Monthly Archives: June 2004

customer loyalty and experience design in ebusiness

I just got an article published in the Design Management Journal that i’m rather happy about. I’ve proposed a model called the “hierarchy of customer experience” and I’ve tried to take the approach of connecting experience design to a business imperative, in this case customer loyalty. It is important to remember that loyalty is not [...]

Posted in Marketing | Leave a comment

DMA Urges Halt to Telemarketing, E-Mail for Reagan Remembrance

“The Direct Marketing Association (DMA) recommended that telemarketers and email marketers avoid contacting people during Friday’s scheduled ceremonies for the late President Ronald Reagan. Probably most worrying to the DMA are the already proliferating Reagan-oriented offers and products, like videos and books, which have the potential to make the entire direct marketing industry appear exploitative” [...]

Posted in Marketing | Leave a comment