Customer experience management on Internet Retailer

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/ E-Retailers

Petco sniffs out what customers want

A new analytics tool pulls data from live chat transcripts and other sources.

Posted 08/01/2012Paul DemeryPost a comment

A new analytics tool pulls data from live chat transcripts and other sources.

Related Searches:Bazaarvoice | Petco | Petco Conversion

/ Marketing

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

The provider of online customer experience analytics has released the ClickTale Dashboard, providing single-click access to recordings of site visitor sessions and “heat maps” that show where visitors go and how long they spend there.

Posted 05/20/2010Paul DemeryPost a comment

The provider of online customer experience analytics has released the ClickTale Dashboard, providing single-click access to recordings of site visitor sessions and “heat maps” that show where visitors go and how long they spend there.

Related Searches:Clicktale

/ Technology

Customer experience analyst leaves Forrester to start his own firm

Bruce Temkin, who specialized in analyzing online customer experience at research and advisory firm Forrester Research Inc., has left to form his own consulting firm, Temkin Group.

Posted 05/03/2010Internet RetailerPost a comment

Bruce Temkin, who specialized in analyzing online customer experience at research and advisory firm Forrester Research Inc., has left to form his own consulting firm, Temkin Group.

/ Technology

Tealeaf 8 analyzes in real time why online shoppers stop shopping

Announced this week, Tealeaf Technology Inc.’s Tealeaf 8 customer experience management software gives web site operators a real-time look at what’s preventing online visitors from completing a transaction—without having to first go back and look for the source of the problem.

Posted 04/22/2010Paul DemeryPost a comment

Announced this week, Tealeaf Technology Inc.’s Tealeaf 8 customer experience management software gives web site operators a real-time look at what’s preventing online visitors from completing a transaction—without having to first go back and look for the source of the problem.

Related Searches:Apparel Online Sales Statistics

/ E-Retailers

Goldspeed.com’s order management approach yields big gains

Neil Kugelman, jewelry retailer Goldspeed.com’s CEO, will speak at the Internet Retailer Conference about best practices that web retailers of all sizes can use to make their order management systems and procedures more personalized for each transaction.

Posted 04/14/2010Mark BrohanPost a comment

Neil Kugelman, jewelry retailer Goldspeed.com’s CEO, will speak at the Internet Retailer Conference about best practices that web retailers of all sizes can use to make their order management systems and procedures more personalized for each transaction.

/ Technology

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

63% of top-performing e-retailers have used an analytics program for more than a year and 64% of those merchants say they are happy with the results, a new study finds. And, many in that group say they look at more than just marketing analytics data.

Posted 04/01/2010Katie DeatschPost a comment

63% of top-performing e-retailers have used an analytics program for more than a year and 64% of those merchants say they are happy with the results, a new study finds. And, many in that group say they look at more than just marketing analytics data.

/ E-Retailers

Barnes & Noble names an operations and customer service executive

Dan Gilbert will be responsible for managing the company’s warehousing and fulfillment to stores, customer service and fulfillment operations for BN.com and the entire supply chain for the company’s Nook product line.

Posted 03/29/2010Zak StamborPost a comment

Dan Gilbert will be responsible for managing the company’s warehousing and fulfillment to stores, customer service and fulfillment operations for BN.com and the entire supply chain for the company’s Nook product line.

/ Marketing

Better customization helps Follett Software create more successful e-mails

Since using a new marketing automation service from e-mail products and services provider Silverpop Systems, Follett Software is seeing the conversion rates on some campaigns as high as 17%, compared with an expected range of 2% to 5%.

Posted 03/25/2010Paul DemeryPost a comment

Since using a new marketing automation service from e-mail products and services provider Silverpop Systems, Follett Software is seeing the conversion rates on some campaigns as high as 17%, compared with an expected range of 2% to 5%.

/ Marketing

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

After identifying high-value customers who shop its e-commerce site, fashion apparel brand James Perse has produced double-digit conversion rates when it reaches out to these customers with e-mails triggered by particular shopping behavior, Perse says.

Posted 03/24/2010Paul DemeryPost a comment

After identifying high-value customers who shop its e-commerce site, fashion apparel brand James Perse has produced double-digit conversion rates when it reaches out to these customers with e-mails triggered by particular shopping behavior, Perse says.

Related Searches:James Perse

/ Marketing

Mobile Messenger appoints a new customer relationship management executive

Mobile marketing and technology company Mobile Messenger has appointed Larry Robiner vice president of customer relationship management channel sales. He will be responsible for developing new products and building partnerships.

Posted 02/22/2010Zak StamborPost a comment

Mobile marketing and technology company Mobile Messenger has appointed Larry Robiner vice president of customer relationship management channel sales. He will be responsible for developing new products and building partnerships.

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