Customers.com® Research from Patricia Seybold Group

Customers.com® Strategies

• Best Practices
• Customer Experience Test Drives
• Customer Scenario Examples
• Industry Case Studies

• CRM
• Customer-Centric Ecosystems
• Customer Communities
• Customer Experience
• Customer Insight / VOC

• Customers’ Moments of Truth
• Customer Scenario Mapping Methodology

• Online Strategy
• Social Networking & Web 2.0

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Customers.com® Technologies

• Product Evaluation Frameworks
• RFP Templates
• Product Profiles
• Product Reviews
• Product Updates
• Implementation Issues

• CRM
• Customer Experience
• Customer Communities
• Customer Service

• Ecommerce
• Knowledge Management
• Portals

• Green Engineering
• Recommendation Platforms
• Search
• Self-Service

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Authors

• Susan Aldrich
• Mitchell Kramer
• Matthew Lees
• Ronni Marshak
• Patricia Seybold
• Other Authors

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Advisory Service

Use Your Words
Although Pictorial Instructions Avoid Localization Issues, Some of Us Don't Respond Well to Diagrams
By Ronni T. Marshak, Sr. VP and Sr. Consultant, August 19, 2010

People learn and comprehend things in different ways. It's important to be sure that the information you are communicating to customers is getting through to them in the ways that are easiest for them to understand. Here are some simple things to keep in mind as you create communications to share with customers.

•What language and or skill set does the customer base need in order to understand what you are telling them?

•Have you tested out how understandable your communications are for different types of people?

Loomia Recommendations
Customized Solutions for Deep Content, Video, and Ecommerce
By Susan E. Aldrich, Sr. VP and Sr. Consultant, August 19, 2010

Recommendation engines are a way for content owners—such as merchants, marketers, and publishers—to present the most interesting content to each customer at each step in the interaction. Recommendations were popularized a decade ago by Amazon's famous "other people who looked at this bought that" style of recommendation. Today, recommendation solutions are available from a variety of sources, including software-as-a-service providers such as Loomia.

If you are in media, entertainment, ecommerce, online services, or online research and looking for a recommendation solution Loomia should be on your short list.

Loomia's focus is recommendations and personalization for media, entertainment and ecommerce. Loomia's customers use its services not only to generate recommendations, but also as a means to personalize customer interactions and to provide navigation by offering visitors the next items to engage with.

The key strengths and differentiators of Loomia are the breadth of its market; its high-profile client base; the breadth of the recommendation types, goals, and metrics its solutions support; and Loomia's customization.

Illustration 1. Visitors to xfinity.com are offered recommendations throughout the site. These recommendations can serve as the navigation function for visitors. Rather than return to the home or topic page, readers follow recommendations that highlight other videos that this visitor should find interesting.