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• Petco sniffs out what customers want

  1

• ClickTale’s new dashboard shows how visitors travel through a site

  2

• Customer experience analyst leaves Forrester to start his own firm

  3

• Tealeaf 8 analyzes in real time why online shoppers stop shopping

  4

• Goldspeed.com’s order management approach yields big gains

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• Top-performing e-retailers look more deeply into analytics data

  6

• Barnes & Noble names an operations and customer service executive

  7

• Better customization helps Follett Software create more successful e-mails

  8

• Tying e-mail messages to customer data boosts conversions at James Perse

  9

• Mobile Messenger appoints a new customer relationship management executive

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• Web shoppers are complaining more to online peers, less to retailers

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• Alibris and Forrester Research show how shopping experience affects a brand

  12

• Contact center technology is still a good call for I.T. budgets, study says

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• Despite economy, many e-retailers plan to spend more on customer experience

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• GSI Commerce hires a vice president of customer service

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• E-retailers should prepare for more thrifty consumers, study says

  16

• Room & Board furnishes site with expanded brand story and better navigation

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• Rookie mistakes still impact shoppers at some retail sites, Forrester says

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• Even big brands overlook a good online customer experience, experts say

  19

• Ahead of the curve, Moosejaw integrates data from all channels in one place

  20

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