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Experience architecture: A framework for designing personalized customer interactions
Author(s) -
Rose David
Publication year - 2001
Publication title -
design management journal (former series)
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1045-7194
DOI - 10.1111/j.1948-7169.2001.tb00547.x
Subject(s) - personalization , loyalty , architecture , value (mathematics) , computer science , business , marketing , advertising , knowledge management , art , machine learning , visual arts
K now your customers; design accordingly. Thus David Rose advocates the personalization of digital relationships. He stresses the value of integrating electronic communications with other consumer contacts. He reviews different techniques for enhancing loyalty and commitment. He recommends distilling “patterns” and precisely measuring the return from investments in different types of consumers and communication strategies.