index
Accenture, 14
accessibility protocols, for website, 122
accessibility technology, 125
advertising, Diet Coke, 26
air travel, 23
alerts
customer preference for, 140
emergency systems, 135
numbness hazard for, 136
Amazon.com, 179–180n
contact with customers, 137–138
customer call codes, 129
feedback, 172
order confirmations, 130
preventing duplicate purchase of Kindle title, 60
speed of response, 14
upselling, 119
website, 116–117
working conditions, 161
Anderson, Troy, 83
anticipatory customer service, 6, 49
self-service for, 114
training for, 163–164
anticipatory design, 7
anticipatory systems, input for building, 35–36
anticipatory technological behavior, 12–14
Apple, 72
culture, 63
sales culture, 77–78
Apple Stores, 50–52
checkout,
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