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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.

Bells and whistles may grab a customer's attention, but words make the sale "The ancients rightly distrusted rhetoric that made 'the worse argument appear the better'--an underhanded trick that business has often been guilty of. But rhetoric is also the craft of clear and persuasive communication, which online business needs desperately today. Nick Usborne's insight into this craft fills a surprising gap in the online marketing toolbox."--Christopher Locke, author of "Gonzo Marketing: Winning Through Worst Practices, and co-author of "The Cluetrain Manifesto. "The best book I've seen on writing for the Web."--Dr. Ralph F. Wilson, Web Marketing Today "Nick Usborne, shows us how to write powerful and compelling copy that fully leverages the communications power of the Net. Nick knows the Internet --and Nick knows copy." --John Audette Founder & Publisher, The Adventive Knowledge Exchange In "Net Words, emarketing guru Nick Usborne introduces you to a revolutionary copy-centered approach to online marketing. He explains what works and what doesn't and shows you how to create copy for websites, enewsletters, and email campaigns guaranteed to: attract customers and hold their attention differentiate your business from its competitors online dramatically increase sales from your site build customer loyalty breathe new life into your customer services "Net Words offers corporate decision makers an inexpensive, proven, low-tech cure for their ecommerce blues. It is also a how-to guide for copywriters thinking about taking the leap into online marketing, as well as for Web professionals who want to increase their sites' usability and appeal.

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