Category: Customer Experience

12 Days of Shopping - Making a List for the Holidays…Pinterest Style

By Dan Darnell in Customer Experience, Featured on December 16, 2012

blog image

My biggest challenge during the holidays is not what I am going to buy for others, it’s what they are going to buy for me. You may think I am selfish, but in truth my tastes are simple but specific. I like what I like and I can be hard to buy stuff for. That leaves me with a critical task – figuring out what I want, documenting it and ... Read More »

12 Days of Shopping - Where Did That Package Come From?

By Robin Morris in Customer Experience, eCommerce, Featured on December 14, 2012

blog image

Yesterday, in my mail box, I found a package from Amazon.  In the package was a pair of gloves: Just a pair of gloves.  No invoice.  No packing slip.  No gift note.  Nothing, except a pair of gloves.  I hadn’t ordered a pair of gloves, and no one had told me they’d sent me a pair of gloves.  So, who did the mystery gloves come from? I went online, and ... Read More »

If You Really Knew Me…

By Marti Tedesco in Customer Experience, eCommerce on November 15, 2012

blog image

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: ... Read More »

Fashion Forward Personalization

By Marti Tedesco in Customer Experience, eCommerce, Recommendations on October 4, 2012

blog image

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 ... Read More »

Are You Sure?

By Jen Burns in Customer Experience, eCommerce on August 31, 2012

blog image

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?” What’s reflected in this video is the ... Read More »

Half-way Through 2012 – Predictions in Full Force!

By Jen Burns in Customer Experience, Personalization on August 16, 2012

blog image

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. Simple one to one personalization isn’t producing the results retailers expected. And as Scott predicted, ... Read More »

The Cost of Getting it Wrong

By Marti Tedesco in Customer Experience, Personalization, Recommendations on July 3, 2012

blog image

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. I give Urban Outfitters, a valued Baynote customer, credit ... Read More »

The Retailing Engine Through the Next Generation

By Jen Burns in Customer Experience, Events on June 12, 2012

blog image

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 ... Read More »

A Shopping Experience is a Value Exchange

By Dan Darnell in Customer Experience, Personalization, Recommendations on April 12, 2012

blog image

Just like a purchase is an exchange of currency for an item that the consumer finds valuable, the shopping experience a business creates has value. As sites add more content, including videos, and increase engagement with valuable customers, they find that these customers are less price sensitive and don’t comparison shop. This is something that four-wall retailers have known for years – service and merchandising really matter to certain segments ... Read More »