Personalization: The Impact on Ecommerce Customer Experience
By Matt Keenan
The generic customer journey is dead. One size no longer fits all – for
both B2C and B2B customers. So how do you make a customer feel special when
the internet has all but eliminated differentiating by product or price?
According to Gartner, the delivered digital customer experience must be the
key differentiator for your organization.1 So it’s no surprise that one of
the top initiatives for retailers is to deliver unique and engaging
experiences to each and every customer they serve, appealing to their unique
wants and needs, on-line and in-store .
The first wave of targeting content, or Personalization, consisted of
segmenting customers into static, broad groups across channels such as web,
email, banner ads, and product recommendations. The premise was that
customers can be grouped based... (more)
Why Apps Should Be Built Like Planes
By Dave Anderson
I’ve been flying quite a bit lately and I started thinking about why apps
should be built more like planes. This is not meant to be a deep and
insightful blog but rather amusing so I hope you enjoy my perspective!
Planes are built not to crash. Wish I could say the same for apps.
I’m continually surprised by how often applications that I use crash, and
how often I read about apps crashing in my reviews. I was at an event
recently where the CMO was showcasing this fantastic app they had developed,
which in the reviews was clear... (more)
Welp, it’s been a few weeks since the Digital Customer Experience
Strategies Summit in Chicago, IL. If you haven’t had the chance to attend,
the show is about advancing the digital customer experience sector. Topics
discussed to improve CX include; journey mapping, digital integration,
analytics, omni-channel strategies, personalization, design and loyalty
I decided this year to wait a bit on my post-event wrap up as a test to see
how many of the sessions, learnings, stories and relationships really stuck
with me. Here is the rundown.
Chris Penn, VP of Marketing... (more)
I’ve been wrestling with a real conundrum lately.
We know that CX is critical to being competitive. In industries like banking,
insurance, and retail it’s arguably the single most important
differentiator, as it becomes harder to leverage product exclusivity or
pricing. There are so many surveys, studies, and subject matter experts
asserting this as fact, repeating it seems like demonstrating a firm grasp on
the obvious. Good CX is good business.
Because it’s so important, CX professionals bring the most cutting edge
science to bear, to be the best that they can be. It’s not a si... (more)
Let’s run a pretend test together. Imagine a run-of-the-mill landing page
with 300 words, minimal design, and a registration form. We’re really
interested in which day of the week and at what time is ideal for sending
prospects to this page to convert. We proceed with the test running
coordinated pushes at certain intervals throughout the week and discover a
conversions are abysmal on Friday afternoon and especially effective
Wednesday morning. Let’s say we go through this exercise a few times a year
to eliminate seasonality. We also comb through customer support feedback,