Category: Customer Experience
By Jen Burns in Customer Experience, Events, Mobile Commerce on February 27, 2013
How does a company who sells a lot of paper stay valid in a world where paper is disappearing? Innovate. And it’s clear that Office Depot has done just that. In the eTail West session “Leveraging Web and Mobile Technologies to Drive Cross-channel Conversion” Stephanie Pike, VP of ecommerce at Office Depot, talks about best practices retailers can use to stay relevant in a world that’s rapidly changing.
By Jen Burns in Customer Experience, eCommerce on February 14, 2013
It’s Valentine’s Day and retailers will do well. Immediately following Christmas decorations, hot pink and purple lined the aisle ways at your local grocer, heart blinking necklaces (totally wearing these today, by the way – thanks Mom!) were hanging by the checkout and don’t forget Spongebob heart-shaped candy everywhere the mobile-strained eye can see. Holidays like Valentines Day are big for retailers and– according to the NRF– Americans will spend ... Read More »
By Marti Tedesco in Customer Experience, Retail on February 6, 2013
Why is it that some retailers just get it and others don’t? A recent SHOP.org blog highlighted a retailer that really gets it. Brooks Brothers, a 194 year old brand appears to have been consistently clear on their mission of customer service throughout their history. Yet here they are – taking their consistent, time-tested mission and applying new tools like personalization.
By Dan Darnell in Customer Experience, Featured on December 27, 2012
Last weekend I had my hands full and I needed to take my Kindle with me. So, I put it in my back pocket. That may not sound like a big deal, but it got me to thinking about the role of tablets in our lives and how that is going to change with the adoption of smaller tablets.
By Marti Tedesco in Customer Experience, eCommerce on November 15, 2012
If you really knew me, you would know that I have never spent more than $200 on a pair of shoes, and that I would never buy athletic shoes online. Does any web site know me that well? I doubt it, but they are trying. When a salesperson or website provides me with recommendations that are completely off-base, I have one of two reactions: either they don’t care enough ... Read More »
By Marti Tedesco in Customer Experience, eCommerce, Recommendations on October 4, 2012
Last month, London held its annual Fashion Week. While many in Silicon Valley may have let this pass without notice, a few details on Mashable caught my eye. As you know, Baynote personalizes all kinds of content recommendations as well as product recommendations on anyone’s site. So, when I read a quote from Burberry Chief Creative Officer Christopher Bailey that Burberry is “now as much a media-content company as ... Read More »
By Jen Burns in Customer Experience, eCommerce on August 31, 2012
In this funny video from Google Analytics, (shared by eTail) the online shopping experience is brought to life at a grocery store checkout. Comical ties to user names, illegible captchas and rapid timed out sessions bring light to the oh-so-common and frustrating online buying experiences just like when a website asks “ Are you sure?”
By Jen Burns in Customer Experience, Personalization on August 16, 2012
Earlier this year, we eagerly awaited the 2012 personalization predictions from our CTO Scott Brave. Not surprisingly, more and more brands are realizing how important this “non-feature” is to your website and overall user experience.
By Marti Tedesco in Customer Experience, Personalization, Recommendations on July 3, 2012
Online retailers and ecommerce personalization vendors talk all the time about getting “it” – as in personalization – right. It’s rare that one hears a story about a retailer getting it wrong. Last week, Internet Retailer posted a story about how Urban Outfitters got into trouble with their customers by profiling them based on gender.
By Jen Burns in Customer Experience, Events on June 12, 2012
The Internet Retailer Conference and Exposition (IRCE) is an annual tradeshow hosted by Internet Retailer. In keynote sessions of CEO’s from Walmart and Barnes and Noble, along with Fareed Zakaria from CNN, we listened to some of the top retailers and thought leaders views of what’s to come in the next generation of ecommerce.