Retail & E-Commerce

  • How Well Does Amazon.com Let Me "Manage My Stuff?"

    Customer Experience Audit of Amazon.com’s Capabilities to Let Customers Manage Their Relationship

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    Amazon.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.
    Jul. 7, 2011
    Strategies
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  • Confessions of a Groupon Addict

    Great for Customers, but Merchants Beware!

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    Groupon, 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.
    Nov. 4, 2010
    Strategies
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  • How Custom Product Design Can Spawn Customer-Centric Ecosystems

    How National Semiconductor, CustoMax, and Zazzle Built Vibrant Ecosystems

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    Three companies in different industries—CustoMax, National Semiconductor, and Zazzle—have built vibrant customer-centric ecosystems to let customers design their own products.
    Jan. 7, 2010
    Strategies
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  • Enticed by Discounts; Impressed by Customer Experience

    Providing a Great and Personal Experience Brings Customers Back for More

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    A restaurant used discounts to bring the customers in. But the excellent service makes sure that customers will come back.
    Oct. 22, 2009
    All Members
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  • How Well Do E-Tailers Handle Gift Giving?

    A Customer Experience Framework and Customer Experience Test Drives

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    Customers 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.
    Aug. 12, 2009
    Strategies
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  • How Keds Uses Zazzle's Customization

    Best Practices from the MIT Smart Customization Seminar 2008

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    Keds 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.
    Jan. 8, 2009
    All Members
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  • Spreadshirt: Customers Want to Create Their Own Brands and Amplify Your Brand

    Best Practices from the MIT Smart Customization Seminar 2008

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    Why 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.
    Jan. 8, 2009
    Strategies
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  • CustoMax: Platform & Ecosystem for Custom-Tailored Apparel

    A Journey from Mass-Produced to Smart Customization

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    CustoMax is a customer-centric ecosystem for made-to-fit mass-customized suits, apparel, and shoes.
    Jan. 8, 2009
    Strategies
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  • Corporate Executive Board Responds to Customers’ Request for Increased Collaboration

    Providing a Collaborative Environment for Sharing Messages about Compliance and Ethics

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    Corporate 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.
    Apr. 3, 2008
    Strategies
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  • I Need a New Car, Fast!

    How Vehix.com Rates in an Emergency Car Buying Scenario

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    Novice car buyer, Mia Driver, looks to Vehix.com to help her identify and locate the right car for her family.
    Oct. 18, 2007
    Strategies
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  • 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

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    A 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.
    Mar. 15, 2007
    Strategies
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  • What Differentiates the Search Experience?

    Philosophy and Search Management Make the Difference at Online Department Stores

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    Does site search differentiate the online customer experience? Evaluation of search at four department stores suggests that it does.
    Jul. 27, 2006
    All Members
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  • Muji

    Engaging Customers to Help with Product Design

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    Muji—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.
    Jun. 15, 2006
    All Members
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  • Staples

    Customers Help Bring a Customer Experience Promise to Life

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    Staples, the office supplies retailer, has outpaced its competition by deeply understanding what its target customers—small business office supplies buyers—really care about.
    Jun. 8, 2006
    Strategies
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  • Bloomingdales.com

    Merchandising and Customer Experience

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    Bloomingdales.com achieves a high score when measured against Patricia Seybold Group’s E-Merchandising Framework.
    Apr. 27, 2006
    Strategies
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  • Macys.com

    Merchandising and Customer Experience

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    Macys.com achieves a high score when measured against Patricia Seybold Group’s e-merchandising framework.
    Apr. 13, 2006
    Strategies
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  • Establishing and Nurturing a Customer-Centric Culture

    Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)

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    How 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.
    May. 5, 2005
    All Members
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  • Cross-Channel Shopping Shines in the 2004 Holiday Season

    Search Plays a Big Role in Steering Sales to Both Niche and Mainstream Retailers

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    More 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.
    Jan. 6, 2005
    All Members
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  • L.L. Bean's Architecture Evolution

    Employing a Services-Oriented Architecture for Cross-Channel Synergy

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    L.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
    Sep. 9, 2004
    All Members
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  • E-Merchandising at drugstore.com

    How drugstore.com Organizes and Automates Product Merchandising and Marketing

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    At drugstore.com, constant on-site promotions, internet advertising, and a 30 percent annual turnover in SKUs are managed with a high degree of consistency.
    Mar. 25, 2004
    All Members
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