Is it really discovery shopping if Amazon found it for you?

Effects of data-driven curation on discovery experiences     Remember when a trip to the store could yield a new discovery — an unplanned purchase but one that delighted the customer? Ecommerce handles specific shopping needs seamlessly and efficiently: Search … Continue reading

How retailers are actually spending their customer service dollars

    When companies describe themselves as having “excellent” customer service, the claim sounds user-centered but too often it’s actually just a company-centered focus trying to position themselves as user-centered. Those companies are generally concerned with efficiency and reducing costs first and foremost, and … Continue reading