Retail & E-Commerce
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How Well Does Amazon.com Let Me "Manage My Stuff?"
Customer Experience Audit of Amazon.com’s Capabilities to Let Customers Manage Their Relationship
by Ronni MarshakAmazon.com is the role model for creating a great online customer experience. But how well does it do in helping loyal customers “manage their stuff.” In this customer experience audit, we see how Amazon does in a true-to-life customer scenario. -
Confessions of a Groupon Addict
Great for Customers, but Merchants Beware!
by Ronni MarshakGroupon, the fastest growing company ever, offers a great experience on daily discount deals to customers. However, merchants who don’t think through their Groupon marketing strategy carefully can have disastrous results. -
How Custom Product Design Can Spawn Customer-Centric Ecosystems
How National Semiconductor, CustoMax, and Zazzle Built Vibrant Ecosystems
by Patricia SeyboldThree companies in different industries—CustoMax, National Semiconductor, and Zazzle—have built vibrant customer-centric ecosystems to let customers design their own products. -
Enticed by Discounts; Impressed by Customer Experience
Providing a Great and Personal Experience Brings Customers Back for More
by Ronni MarshakA restaurant used discounts to bring the customers in. But the excellent service makes sure that customers will come back. -
How Well Do E-Tailers Handle Gift Giving?
A Customer Experience Framework and Customer Experience Test Drives
by Ronni MarshakCustomers are clear about the gift-giving features they want on e-tailing sites. We evaluate five sites, Amazon.com, Gifts.com, Lowes.com, MagicCabin.com, and Cafepress.com, against these criteria. -
How Keds Uses Zazzle's Customization
Best Practices from the MIT Smart Customization Seminar 2008
by Patricia SeyboldKeds is giving customers the ability to put their own designs on their sneakers by taking advantage of Zazzle.com. Zazzle is a customer-centric ecosystem that lets customers create their own designs to products and then buy or resell their creations. -
CustoMax: Platform & Ecosystem for Custom-Tailored Apparel
A Journey from Mass-Produced to Smart Customization
by Patricia SeyboldCustoMax is a customer-centric ecosystem for made-to-fit mass-customized suits, apparel, and shoes. -
Spreadshirt: Customers Want to Create Their Own Brands and Amplify Your Brand
Best Practices from the MIT Smart Customization Seminar 2008
by Patricia SeyboldWhy do customers love to create their own T-Shirts? “If it’s not on a shirt, it didn’t happen,” says Jana Eggers, Spreadshirt’s CEO. Customers value the ability to create their own brands. They also love to personalize well-known brands. -
Corporate Executive Board Responds to Customers’ Request for Increased Collaboration
Providing a Collaborative Environment for Sharing Messages about Compliance and Ethics
by Ronni MarshakCorporate Executive Board's Compliance and Ethics Leadership Council respond to their members' desired for a collaborative environment for sharing information. Ronnie Kann, Program Director of the council talks about the collaboration efforts. -
I Need a New Car, Fast!
How Vehix.com Rates in an Emergency Car Buying Scenario
by Ronni MarshakNovice car buyer, Mia Driver, looks to Vehix.com to help her identify and locate the right car for her family. -
Dealing with a Moment of Truth in a “Purchase a Gift” Scenario
The Case of the Purple Flip Flops: Test Drive of Linda Anderson.com
by Ronni MarshakA failed shopping experience at lindaanderson.com demonstrates the importance of meeting and measuring your customers’ moments of truth. It also shows the importance of empowering support staff to fix a broken relationship. -
What Differentiates the Search Experience?
Philosophy and Search Management Make the Difference at Online Department Stores
by Susan AldrichDoes site search differentiate the online customer experience? Evaluation of search at four department stores suggests that it does. -
Muji
Engaging Customers to Help with Product Design
by Patricia SeyboldMuji—a well-known retail brand in Japan—has integrated customer input and suggestions into its core business operations. Muji encourages customers to submit product design ideas and to comment and vote on each others' ideas. -
Staples
Customers Help Bring a Customer Experience Promise to Life
by Patricia SeyboldStaples, the office supplies retailer, has outpaced its competition by deeply understanding what its target customers—small business office supplies buyers—really care about. -
Bloomingdales.com
Merchandising and Customer Experience
by Susan AldrichBloomingdales.com achieves a high score when measured against Patricia Seybold Group’s E-Merchandising Framework. -
Macys.com
Merchandising and Customer Experience
by Susan AldrichMacys.com achieves a high score when measured against Patricia Seybold Group’s e-merchandising framework. -
Establishing and Nurturing a Customer-Centric Culture
Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)
by Patricia SeyboldHow do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End. -
Cross-Channel Shopping Shines in the 2004 Holiday Season
Search Plays a Big Role in Steering Sales to Both Niche and Mainstream Retailers
by Patricia SeyboldMore buyers used cross-channel shopping in 2004—searching online and buying in the store, or browsing in the store and buying online. Search and product findability were keys to success. -
L.L. Bean's Architecture Evolution
Employing a Services-Oriented Architecture for Cross-Channel Synergy
by Brenda MichelsonL.L. Bean, a notoriously private company, shares with the Patricia Seybold Group its Services Based Architecture story, from the early days in the lab to providing the foundation for its most critical applications: multichannel customer sales and service -
E-Merchandising at drugstore.com
How drugstore.com Organizes and Automates Product Merchandising and Marketing
by Susan AldrichAt drugstore.com, constant on-site promotions, internet advertising, and a 30 percent annual turnover in SKUs are managed with a high degree of consistency.
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