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Consultants in business & technology strategies to improve Customer Experience and encourage Outside Innovation


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Susan E. Aldrich
Senior Vice President
Senior Consultant/Analyst
(Link to Full Bio) (PDF of Full Bio)

Email Sue Aldrich
Sue's Blog: Customers.com Technologies

Current Research Focus:

Search & Merchandising
Product Search, Findability, and Navigation Customer Metrics
Site & Enterprise Search Quality of Customer Experience (QCE)SM
Customer Experience Self-Service and Support Search

See all of Sue's research.

Susan Aldrich's Podcast and Webinar:

Podcast: Marketing, Metrics and Customer Experience
with Shaun Ryan, CEO, SLI Systems
(Transcript)

Webinar: The Secret to Great Search Results - It's Easier Than You Think
with Scott Brave, PhD, CTO, Artificial Intelligence & Human-Computer Interaction, Baynote, Inc. (Registration required.)


The Essentials

Recommendation Evaluation Framework, Version 2
Evaluating Solutions for Personalization and Recommendations
09/22/2011 - Susan Aldrich
Side-by-Side Comparison of Six Recommendations Solutions
Spreadsheet Lays Out Vendor Performance from Avail, Baynote, Certona, Loomia, Omniture, and RichRelevance against Our Detailed Requirements
11/11/2010 - Susan Aldrich
Recommendation Solution Evaluation Blank Matrix
Evaluating Recommendation Engines, Platforms or Services
11/11/2010 - Susan Aldrich
Five Steps in Selecting a Search Engine
Increase the Success of Your Search Selection and Implementation
10/23/2008 - Susan Aldrich
Ecommerce Search Planning and Evaluation Matrix, Version 1
A Blank Matrix to Facilitate Your Evaluation
09/04/2008 - Susan Aldrich
PSGroup Comparison Matrix: Ecommerce Search Solutions
Featuring Celebros, Endeca, Fredhopper, Mercado, and SLI Systems
07/24/2008 - Susan Aldrich
Ecommerce Search Product Comparison
How Five Leading Vendors Address Ecommerce Search and Search Marketing
09/10/2009 - Susan Aldrich
Enterprise Search Planning and Evaluation Matrix, Version 3
A Blank Matrix to Facilitate Your Evaluation
01/17/2008 - Susan Aldrich
Enterprise Search Planning and Evaluation Framework, Version 3
How to Plan and Select Search, Navigation, and Discovery Solutions for Web Sites, Applications, Intranets, and as Enterprise Platforms
01/03/2008 - Susan Aldrich

See all of Sue's research.

Most Current: