Relationships New Stuff

1
Relationships -- New Stuff

• Outsourced customer service
• e.g. http//www.LivePerson.com
• Site statistics and visitor tracking
• Rewards programs
• e.g. MyPoints and eGain
• Customer service portal
• e.g. http//www.aspect.com

2
Ways to create relationships

• Content, refreshed, personalized
• Personalization
• identify the user
• track past actions, use as basis for offers
• customized look
• update profiles to match changing needs
• expand need set addressed?
• tie in with other users?

3
More ways to create relationships

• Personal shopper
• not Ms. Boo
• e.g. Lands End?
• Notifications
• not too many not too few
• use collaborative filtering to update usability?

4
More ways to create relationships

• Recommendations
• Past decisions
• Collaborative filtering -- any way to work in
  timing?
• Use preference / situation data, too?
• Feedback, with ratings
• e.g. o-pinion.com?
• Fulfillment -- e.g. exe.com