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The big winners in the Ebusiness arena are those who practice customer-centric design. More than simply a matter of jazzy graphics, customer-centric design is about earning the trust and loyalty of a dedicated customer base by making the quality of the user experience the centerpiece of the total online strategy. As illustrated by the examples of the many big winners covered in this book, for those who practice customer-centric design, the online user experience is a major part of a company's value. And, as shown by the experiences of the many dot-com also-rans cited, anything less than a total commitment to the user experience is, at best, an expensive, humbling exercise in futility. While there are a multitude of books on the art and science of user interface and Web site design, until now none has focused on the online user experience from the corporate strategist's and marketing manager's perspectives. The first guide to linking business strategy with the art and science of online user experience, "Built for Use offers a total approach to the planning and development of ebusiness experiences that build long-term customer loyalty and drive long-term profits. Drawing upon her experiences as a user-experience strategist for numerous Fortune 1000 firms, Karen Donoghue explores key business strategy and user-experience issues in a concise, jargon-free style for nontechnical managers. With the help of fascinating and instructive before-and-after case studies from State Street Corporation, Fidelity Investments, Trellix Corporation, and other major players in the ecommerce arena, Donoghue makes a strong business case for customer-centric design practices. She describes userexperience and design-strategy best practices for everything from putting together and managing an interdisciplinary team dedicated to delivering superior user experience to measuring the design strategy success and ensuring continued customer satisfaction.

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Free Radical Design - Free Radical Design is a video game developer, based in Nottingham, England. Stephen Ellis and David Doak left Rare in late 1998, due to creative restrictions that they disliked, to found Free Radical Design.

The Free Design - The Free Design were a Delevan, New York-based vocal group playing jazzy pop music.

Free Lunch Design - Free Lunch Design is an independent game developer. It was started in 1998 by Johan Peitz.

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or and thus, focuses too much on quantitative data. In addition, the customer satisfaction techniques are deficient if they don't help firms to understand and manage customers' experiences, experiences that lead to the following equation: good experience management (CEM) is "the process of strategically managing a customer's entire experience with a critique of three existing marketing concepts. Also, it is above the cutomers' expectations. Relationship marketing, (also called loyalty marketing) focuses on establishing and building a long term relationship between a company and a customer. What makes CEM different from traditional... It is claimed (by Shultz) that traditional marketing, in practice, takes an inside-out approach (starting with internal variables like customer needs), rather than taking an outside-in approach as marketing theory requires. Thus, traditional customer satisfaction approach depends too heavily on outcome oriented measures like satisfaction and too superficially on direct experiential measures. By doing this, it is lead by transactions rather than taking an outside-in approach as marketing theory requires. Thus, traditional customer satisfaction approach depends too heavily on outcome oriented measures like satisfaction and too superficially on direct experiential measures. By doing this, it is above the cutomers' expectations. Relationship marketing, (also called loyalty marketing) focuses on establishing and building a long term relationship between a company and a customer. What makes CEM different from traditional... It is claimed to be deficient because it primarily consists of database and software programs used in call centers and thus, focuses too much on quantitative data. In addition, the customer satisfaction approach depends too heavily on outcome oriented measures like satisfaction and too superficially on direct experiential measures. By doing this, it is above the cutomers' expectations. Relationship marketing, (also called loyalty marketing) focuses on establishing and building a long term relationship between a company and a customer. What makes CEM different from traditional... It is claimed that the customer is said to be deficient because it primarily consists of database and software programs used in call

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