Maximise “exit-intent” popups with personalised recommendations

There’s a lot of talk online about exit-intention tools like Bounce Exchange and open-source alternatives. But the only “in the wild” examples I’ve seen are from non-retail websites.

Here’s a mockup that shows how personalised recommendations could be used in these popups:

bounce example

When a visitor moves their mouse to the top of the page (to close the tab or window), why not pop-up with personalised recommendations and a link to their most-interested product catalogue? Hopefully, one of the recommendations will spark their interest – if not, they might want to check out the category. If they aren’t interested, they can close the popup modal and carry on browsing or simply exit the tab like they were going to originally.

Review: House of Fraser’s product recommendations

As House of Fraser have just relaunched their “touch-first” website, I thought I’d have a look and see how they are using personalisation and product recommendations to improve the customer experience and increase conversion rates.

Using RichRelevance (the largest provider of personalisation solutions to Tier 1 retailers), they seem to only be using recommendations to replace manual merchandising – instead of the more important ability to understand each visitor’s interests and recommend products or adapt experiences accordingly.

Overall, they are being quite safe with recommendations and seem to be using the standard or even default settings – instead of thinking how product recommendations are actually used throughout the customer journey. Continue reading

The eCommerce Personalisation Roadmap To Success

Awful title, I know.

After reading James Gurd’s post on Econsultancy, I wanted to jot down my thoughts on how, ideally, I would integrate integrate personalisation technology into an ecommerce business.

This post is probably a little incomprehensible and idealistic – but hopefully, these make sense.

5 steps on the road to success

Cringeworthy heading. But starting small whilst you get comfortable with personalisation technology, taking each step at a time, will allow you, your team and your business to grow more confident when dealing with personalisation. Often, people are scared and aren’t willing to take the plunge from the tallest diving board, but helping them to climb the ladder and pointing out how far they’ve come will help them make the final jump.

The five steps on this road are

  1. Automate
  2. Customise
  3. Extend
  4. Compartmentalise
  5. Change

I’m going to go through each one – probably briefly, some more indepth.

But first… Continue reading

Recommendation Systems: what metrics should you track and how do you monitor performance?

Originally posted on Quora

There are a number of things that affect the performance of recommendation systems, but the biggest question is what is the right metric to track and evaluate performance by?

The most obvious answer would be conversion rate – the percentage of all “visits” to a site that turn into a “purchase”. However, this metric isn’t really that great for monitoring the performance of a recommendation engine. Continue reading

Shopping Then and Now: Five Ways Retail Has Changed and How Businesses Can Adapt – Think Insights – Google

In our constantly connected world, a device is just a proxy for what really matters — getting to know your customers. Devices provide context, helping us learn what matters to a consumer in a particular location and at a particular time. Coupled with the intent provided by search, this is incredibly powerful. It can help retailers deliver relevant suggestions, essentially recreating those shopkeeper conversations at scale. The right message at the right moment is the next level in customer service — it can quickly and easily turn intent into action.

Context also allows retailers to better than ever anticipate what a customer might need based on when, where and how they arrive at their site and help them decide how to respond to them. People are constantly looking for product information, deals, local availability and local discounts online — and retailers who aren’t there to supply the right information when people raise their virtual hand will lose out.

via Shopping Then and Now: Five Ways Retail Has Changed and How Businesses Can Adapt – Think Insights – Google.