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Merchandising, Recommendations, & Personalization

• PSGroup Bull's-Eye: Ecommerce Search Solutions

  Featuring Celebros, Endeca, Fredhopper, Mercado, and SLI Systems

  by Susan Aldrich

  We compare five leading ecommerce search offerings against our 230 evaluation criteria, to pick the leader.
  Jul. 24, 2008

  Strategies

  

• End-to-End Search Marketing and Customer Experience

  Summary of Survey Results

  by Susan Aldrich

  Making the most of your search opportunity isn’t simple, but there are steps you can take to optimize your customers’ search experience and reap increased and more profitable revenue as a result.
  Jun. 26, 2008

  Strategies

  

• Five Principles of Customer Engagement

  How to Connect More People to the Products They Need

  by Susan Aldrich

  In the uncertain economy of 2008, customer engagement may prove to be the key to retail success. Our five principles are tried and true approaches that can help you produce a fresh, engaging experience.
  Feb. 28, 2008

  All Members

  

• What Customer-Centric Visionary Execs Are Doing in 2007

  Customer-Outcome-Driven Businesses, Disappearing Home Pages, and Other Trends

  by Patricia Seybold

  Want to know what’s on customer-centric execs’ minds? Here’s an overview of some of the topics discussed at Patty Seybold’s Spring 2007 Visionaries’ Meeting.
  May. 17, 2007

  All Members

  

• Customer Innovation Guide: Five Roles Your Customers Should Be Playing

  How Engaged Are Your Customers in Shaping the Future of Your Business?

  by Patricia Seybold

  This guide explores the five different roles that customers can play and companies can leverage to become an outside innovation organization.
  Oct. 11, 2006

  All Members

  

• Staples

  Customers Help Bring a Customer Experience Promise to Life

  by Patricia Seybold

  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

  

• What's on the Minds of Lead Customer-Centric Executives in 2006?

  Patty’s Visionaries Share Their Visions, Their Realities, and What’s Working for Them

  by Patricia Seybold

  Patty Seybold’s visionary customer-centric executives are engaging with customers in new ways to co-design better offerings and experiences.
  May. 25, 2006

  Strategies

  

• Bloomingdales.com

  Merchandising and Customer Experience

  by Susan Aldrich

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

  Strategies

  

• Macys.com

  Merchandising and Customer Experience

  by Susan Aldrich

  Macys.com achieves a high score when measured against Patricia Seybold Group’s e-merchandising framework.
  Apr. 13, 2006

  Strategies

  

• E-Merchandising Framework

  Applying the 4 Es for Customer Ease

  by Susan Aldrich

  Emerchandising should be a basic skill set in every ecommerce organization. We offer a framework for organizing your emerchandising efforts.
  Jan. 19, 2006

  All Members

  

• Where Does Support Fit in Your Customers’ Lifecycles? Everywhere!

  Support Isn't a Stage in the Customer Lifecycle; It's the Engine That Drives it!

  by Patricia Seybold

  Customers need to be supported throughout their entire lifecycle, not just during the post-sales stage. Customer support should be the engine that drives your business process improvements.
  Jul. 29, 2004

  All Members

  

• HP Provides Cross-Channel Inventory Visibility

  Responding to the Moment of Truth: 'Where Is This Product in Stock?'

  by Patricia Seybold

  One of customers' "moments of truth" in deciding which product to buy is knowing where the product is in stock and how soon they can receive it. Hewlett-Packard's Internet marketing group has partnered with Channel Intelligence to provide near-real-time
  Jul. 1, 2004

  Strategies

  

• Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)

  Anticipating the "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

  by Patricia Seybold

  In many customer scenarios, there are common moments of truth that emerge despite differences in the customers' businesses. This report looks at those moments of truth that surface consistently in B2B select & buy scenarios.
  Jun. 17, 2004

  Strategies

  

• Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)

  Unpacking "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

  by Patricia Seybold

  Before you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario.
  Jun. 3, 2004

  Strategies

  

• Evaluating Product Search Solutions

  Summarizing the Evaluation Framework, the Seven Solutions, and the Comparisons

  by Susan Aldrich

  This report is the final chapter in our current product search solution research. In it, we assess our evaluation approach and show you where to focus your own evaluation efforts.
  May. 27, 2004

  All Members

  

• Product Search Solution Feature Comparison Matrix

  Comparing Seven Product Search Solutions against Our Evaluation Framework

  by Susan Aldrich

  In this report, we summarize our framework-based evaluations of seven product search solutions in the form of a matrix.
  May. 20, 2004

  All Members

  

• PSGroup Bull's-Eye: Product Search Solutions: Best Merchandiser Support Capabilities

  Which Providers Offer the Best Merchandiser Support Capabilities?

  by Susan Aldrich

  Which vendor solution hits the Patricia Seybold Group Bull’s-Eye for merchandiser support against our product search evaluation framework?
  Apr. 22, 2004

  All Members

  

• E-Merchandising at drugstore.com

  How drugstore.com Organizes and Automates Product Merchandising and Marketing

  by Susan Aldrich

  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

  

• Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior

  Meeting Consumers' 'Moments of Truth' as They Shop across Channels

  by Patricia Seybold

  Many of today’s consumers prefer to shop across channels—for example, researching online, buying in the store, and getting support by phone. Cross-channel retail poses significant challenges for retailers and for suppliers of consumer products. We offer
  Jan. 29, 2004

  Strategies

  

• Capturing Customer Requirements for Content Management

  Using Customer Scenario® Mapping to Gather Requirements for Information Attributes, Metadata, Roles, and Responsibilities

  by Patricia Seybold

  What’s the best way to scope and launch any ECM initiative? Start with the audience for the information; identify that audience’s critical scenarios; then identify the information and content required to support those scenarios, the content attributes an
  Dec. 24, 2003

  Strategies