customer loyalty and experience design

Sorry if this is a dupe for many of you...

Hi All,

I just got an article published in the Design Management Journal on the
topic of customer loyalty and experience design in eBusiness. In this 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.

You can download a pdf of the article from my blog here:

http://blog.experiencecurve.com/archives/000068.html

Feedback and discussion always welcome, thanks,

As a side note the Design Management Institute is a very well
established organization (founded in 1975) that deals with design at a
strategic level in organizations. The Design Management Journal is
always looking for people to write for them.

Here's a list topics for future issues:
http://dmi.org/dmi/html/publications/journal/future_s.htm

All the best,

Karl


--
blog: http://blog.experiencecurve.com
network: http://www.ryze.com/?a=mrkook
aim|yim: kar11ong





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