When I undertake to evaluate a technology, I start with customer requirements. I formalize and publish these requirements freely to all in what I call an evaluation framework. This helps me compare the capabilities of multiple solutions, objectively and consistently. When I evaluate a vendor solution, I start by identifying the solution’s capabilities against eachContinue reading “How to Evaluate Recommendation Solutions”
Tag Archives: Recommendations
Personalized, Streamlined, Agile Customer Experience
I believe that delivering a personalized customer experience is a competitive imperative. The people who might consume your products and services are willing to expend only a limited dose of their time and attention on the tasks of selecting, acquiring, using and maintaining what they consume. If those tasks can be simply and efficiently performed,Continue reading “Personalized, Streamlined, Agile Customer Experience”
RETAIL BEST PRACTICE: ASSIGN GOALS TO PAGES
SOLUTION REVIEW: PEERIUS
This post is a brief summary of my in-depth analysis of Peerius, published in a Patricia Seybold Group report in June 2012. The evaluation is based on my Recommendation Solution Evaluation Framework, which details 100+ criteria in 7 categories. It is available as a free download here. London-based Peerius was founded in 2007 by RogerContinue reading “SOLUTION REVIEW: PEERIUS”
Agile, Engaging Customer Experience: Who’s Catching the Frisbee?
Is your customer experience agile, or inflexible? Even with constant vigilance, companies create customer experiences that are harder than they need to be. Instead of creating an agile customer experience that leaps and turns in response to customer context, actions and desire, a rigid customer experience demands agility from customers who leap and twist toContinue reading “Agile, Engaging Customer Experience: Who’s Catching the Frisbee?”
AGILITY TRICK #3: TARGETING PLUS PERSONALIZATION
Targeted marketing adapts a company’s messaging to what marketers believe to be the needs of what they imagine to be a group of customers. Typically, the marketing team identifies segments of the population that are important to the company, and sketches personas that represent each segment. Marketing then makes its best guess as to theContinue reading “AGILITY TRICK #3: TARGETING PLUS PERSONALIZATION”
SOLUTION REVIEW: PREDICTIVEINTENT
This post is a brief summary of my in-depth analysis of PredictiveIntent, published in a Patricia Seybold Group report in May 2012. The evaluation is based on my Recommendation Solution Evaluation Framework, which details 100+ criteria in 7 categories. It is available as a free download here. PredictiveIntent was founded in 2009 by Neil HamiltonContinue reading “SOLUTION REVIEW: PREDICTIVEINTENT”
AGILITY TRICK #2: CUSTOMIZATION AND PERSONALIZATION
Customization alters the design, features, or behavior of a product or service to suit a customer. Customization is directed by the customer. The what, how and when of customization is enabled by the business. Customization can occur before a product is manufactured, as a product or service is packaged, as it is delivered, or onceContinue reading “AGILITY TRICK #2: CUSTOMIZATION AND PERSONALIZATION”
SOLUTION REVIEW: ADOBE RECOMMENDATIONS
This post is a brief summary of my in-depth analysis of Adobe Recommendations, published in a Patricia Seybold Group report in August 2012. Adobe is a $4B software company with more than 100 products that it groups into two families: digital marketing and digital media. Adobe’s target markets are marketers and developers in every industry.Continue reading “SOLUTION REVIEW: ADOBE RECOMMENDATIONS”
AGILITY TRICK #1: PERSONALIZATION
When companies adapt their customer experience to best serve the individual customer, using recommendation systems, behavioral targeting or other methods, this is what I call personalization. Face to face with the customer, this may take the form of recognizing the person, acknowledging the type and duration of the relationship, bypassing steps in the business pro-cess,Continue reading “AGILITY TRICK #1: PERSONALIZATION”
On Target 