Merchandising, Recommendations, & Personalization
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There’s Gold in Those Customer Metrics!
Mine Them Well and Reap the Benefits of Loyalty and Increased Business
by Ronni MarshakWhat do your customers care about and how do they measure how well you help them succeed? The key is capturing Customer’s Success Metrics. Once you have, you can keep track of how well you’re doing and identify new opportunities for your company. -
Desk.com from Salesforce.com
Customer Service for Small and Growing Businesses
by Mitchell KramerDesk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report. -
IBM Watson Engagement Advisor
Addressing Customer Support Using Cognitive Technology
by Mitchell KramerThrough its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn. -
The Future of Computing
New Wealth Will Conform to Old Patterns
by Scott JordanScott Jordan considers the future of highly personal computing—computing on and around our person--and its relationship to the “new wealth,” in which privacy may be a luxury. -
CX Audit: JCP.com
Is Jcp.com Strong Enough to Help Save JC Penney?
by Ronni MarshakJC Penney is in crisis. Can the 15 year-old etailing site, jcp.com, help turn around this failing American brand? -
Being Creative on Zazzle.com
How Easy Is It to Create (and Sell) Your Own Customized Products?
by Ronni MarshakZazzle.com makes it easy for people to create and sell customized products. Here’s our review of Zazzle’s tools for customizing products, creating storefronts, and merchandising custom designs. -
Amazon’s Next Moves
It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives
by Patricia SeyboldAmazon isn’t “just” an online retailer; it’s a vibrant and layered customer ecosystem designed to help you get things done faster and cheaper. Amazon phones will bring added convenience. Amazon’s ads will be more relevant than Google’s or Facebook’s. -
When, Where, and How Customers Want Recommendations
Going Beyond Explicit to Fortuitous
by Ronni MarshakThere are lots of technology services that let you deliver personalized recommendations to customers on websites, email, and mobile devices. But what kinds of recommendations do customers actually value and which ones do they hate? And why? -
Adobe Recommendations: Personalizing the Customer Experience
Harnessing the Power of the Adobe Digital Marketing Suite
by Susan AldrichAdobe Recommendations should be on the short list of marketers in retail ecommerce, B2B ecommerce, media, financial services, high tech, or publishing who seek to personalize their customer experience and drive higher revenues. -
Peerius Recommendation and Personalization Solution Evaluation
Personalizing Many Aspects of Customer Experience
by Susan AldrichOur evaluation explains why Peerius should be on the short list of any retailer who seeks to personalize any aspect of the customer experience using behavioral, profile and social data to predict which content will be the most valuable. -
Steps to Success for Personalizing Your Customer Experience
A Roadmap for Personalization
by Susan AldrichSee how pioneers in personalization, including Bakers Shoes and Netflix, use personalization to great advantage. Personalization varies among businesses and among customers, but we offer the specific steps you can take to set and accomplish personalization goals that enhance your business and your customer experience. -
PredictiveIntent Recommendations Evaluation
PersonalMerchant’s Strong Architecture and Industry Focus Deliver Revenue for Retailers
by Susan AldrichMerchant and media companies should be looking at PredictiveIntent’s support for personalization, social recommendations, and customer privacy support. -
Career and Job Hunting Advice
How Well Does Monster.com Help Prepare You for Your Job Hunt?
by Ronni MarshakCustomers often need preparation in order to value your offerings. We look at how Monster.com prepares members before they actively start searching for jobs. The lessons learned can apply to any organization. -
Is Sears.com Strong Enough to Help Save Sears?
Customer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships
by Ronni MarshakCustomer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships -
All I Want for the Holidays
A Wish List to My Favorite Retailers and Etailers
by Ronni MarshakHere's a list of ways to personalize the holiday shopping experience that will delight customers and bring in extra sales from those of us who avoid Black Friday and Cyber Monday. -
Best Practices for Web Experience Management
How to Identify the Right Strategy, Plans, Tactics, and Metrics to Achieve Business and Customer Goals
by Susan AldrichWeb experience management involves strategy, plans, tactics, practices, and metrics for all customer digital interactions. Our three best practices will deliver better customer relationships and improved business results. -
Success with Best Practices for Targeted Merchandising
Unlocking the Power of Recommendation Engines
by Susan AldrichRecommendation technology has made targeted merchandising accessible to merchants of any size. We’ve identified three best practices for targeted merchandising, plus the eight principles that will guide you in applying the practices. -
Recommendation Solution Evaluation Blank Matrix, Version 2
Evaluating Recommendation Engines, Platforms or Services
by Susan AldrichRecommendations are hot, solving problems from order size to search to personalization. We identify the key criteria for selecting a recommendation solution. -
Recommendation Evaluation Framework, Version 2
Evaluating Solutions for Personalization and Recommendations
by Susan AldrichRecommendation solutions automate and personalize suggestions. Here are the key criteria you should use for selecting a recommendation solution. -
How Well Does Bank of America Help Me Manage My Money Online?
Customer Experience Audit of BoA's Capabilities to Help Customers with Financial Best Practices
by Ronni MarshakBankofamerica.com does a good job of helping customers manage their personal finances. It isn’t as good at helping them choose the right accounts for their needs. How does your company do at helping your customers choose and manage products and services?
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