Shopdirect.com – Customer Experience Management

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Shopdirect.com put an agile user centered design approach in place in order to compile their latest services more quickly and more accurately meeting business needs.

Gavin Merriman from shopdirect.com at the Endeca eBusiness Forum 2011

Testing & learning is one of four crucial steps along the agile SCRUM process (after strategy with discovery & analysis, research and development and user centered design agile build).

Crowd sourcing of ideas is a new option for customer feedback. Intelligent on site surveys and session replay analysis are further options. The efforts should focus on biggest impact issues from a customer perspective.

shopdirect-focus-big-impact-issues

Shopdirect separated the front- and backend application in order to enable a quicker agile approach and increase the feature output by 30% to 40%. Also 3rd party development and integration is quicker.

The B2B aim is to offer shopdirect agents a customizable work environment that accesses all involved information sources. Aspects involve using social to bringing friends and peers into the shopping experience.

shopdirect-social-shopping-experience

Mobile features and video integration are becoming new areas for customer interaction and presentation (expert reviews, user generated content, customer service).

shopdirect-video-customer-purchasing-process

Radian6 will be used for social media monitoring.

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Walter Schärer bloggt über neuste Internet-Trends im Online Marketing, Social Media, Blogs, Web Analytics, SEO, Mobile und so.

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