Merchandising, Recommendations, & Personalization

  • There’s Gold in Those Customer Metrics!

    Mine Them Well and Reap the Benefits of Loyalty and Increased Business

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    What 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.
    Oct. 23, 2014
    All Members
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  • Desk.com from Salesforce.com

    Customer Service for Small and Growing Businesses

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    Desk.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.
    Aug. 22, 2014
    Technologies
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  • IBM Watson Engagement Advisor

    Addressing Customer Support Using Cognitive Technology

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    Through 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.
    Jul. 10, 2014
    Technologies
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  • The Future of Computing

    New Wealth Will Conform to Old Patterns

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    Scott 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.
    May. 23, 2013
    All Members
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  • CX Audit: JCP.com

    Is Jcp.com Strong Enough to Help Save JC Penney?

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    JC Penney is in crisis. Can the 15 year-old etailing site, jcp.com, help turn around this failing American brand?
    Apr. 18, 2013
    Strategies
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  • Being Creative on Zazzle.com

    How Easy Is It to Create (and Sell) Your Own Customized Products?

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    Zazzle.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.
    Jan. 17, 2013
    Strategies
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  • Amazon’s Next Moves

    It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives

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    Amazon 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.
    Jan. 3, 2013
    All Members
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  • When, Where, and How Customers Want Recommendations

    Going Beyond Explicit to Fortuitous

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    There 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?
    Aug. 23, 2012
    All Members
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  • Adobe Recommendations: Personalizing the Customer Experience

    Harnessing the Power of the Adobe Digital Marketing Suite

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    Adobe 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.
    Aug. 16, 2012
    All Members
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  • Peerius Recommendation and Personalization Solution Evaluation

    Personalizing Many Aspects of Customer Experience

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    Our 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.
    Jun. 21, 2012
    All Members
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  • Steps to Success for Personalizing Your Customer Experience

    A Roadmap for Personalization

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    See 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.
    Jun. 7, 2012
    All Members
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  • PredictiveIntent Recommendations Evaluation

    PersonalMerchant’s Strong Architecture and Industry Focus Deliver Revenue for Retailers

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    Merchant and media companies should be looking at PredictiveIntent’s support for personalization, social recommendations, and customer privacy support.
    May. 17, 2012
    All Members
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  • Career and Job Hunting Advice

    How Well Does Monster.com Help Prepare You for Your Job Hunt?

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    Customers 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.
    Apr. 26, 2012
    Strategies
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  • 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

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    Customer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships
    Jan. 19, 2012
    All Members
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  • All I Want for the Holidays

    A Wish List to My Favorite Retailers and Etailers

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    Here'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.
    Dec. 15, 2011
    All Members
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  • Best Practices for Web Experience Management

    How to Identify the Right Strategy, Plans, Tactics, and Metrics to Achieve Business and Customer Goals

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    Web 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.
    Dec. 8, 2011
    Strategies
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  • Success with Best Practices for Targeted Merchandising

    Unlocking the Power of Recommendation Engines

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    Recommendation 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.
    Oct. 27, 2011
    All Members
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  • Recommendation Solution Evaluation Blank Matrix, Version 2

    Evaluating Recommendation Engines, Platforms or Services

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    Recommendations are hot, solving problems from order size to search to personalization. We identify the key criteria for selecting a recommendation solution.
    Sep. 22, 2011
    All Members
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  • Recommendation Evaluation Framework, Version 2

    Evaluating Solutions for Personalization and Recommendations

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    Recommendation solutions automate and personalize suggestions. Here are the key criteria you should use for selecting a recommendation solution.
    Sep. 22, 2011
    All Members
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  • 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

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    Bankofamerica.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?
    Aug. 18, 2011
    Strategies
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