Merchandising Strategies

There is a wealth of content available online, and as we know all too well, it can get overwhelming to try to keep up. The Baynote team regularly reads the following industry blogs and media sites that are tackling the hot issues and trends that touch our business and our customers. Please let us know what you think of our shortlist and if you have recommendations for other sites that we have overlooked.

Collective Intelligence

1)      Tom Austin, Gartner – Tom is a group vice president and Gartner fellow who covers how IT can enhance the performance of individuals, teams and organizations.  His blog includes insightful analysis on the impact that various forms of technology have on productivity. He has been placing a lot of focus on Pattern-Based Strategy, which enables business leaders to actively seek, amplify, examine and exploit new or novel business patterns.

2)      Forrester’s Customer Intelligence Blog – Authored by Forrester analysts Dave Frankland, Julie Katz, and Suresh Vittal, this blog provides details on the latest research and trends affecting marketers that are focused on mining customer data from online behaviors.

3)      MediaPost Behavioral Insider – Steve Smith’s blog takes a fresh look at behavioral marketing, analyzing the latest strategies for marketers to better understand their customers and make strategic decisions that are based on proven approaches.

4)      Destination CRM – This online daily edition of CRM Magazine reports on the latest information on customer relationship management.

Real-Time Web

5)      Steve Gillmor, TechCrunchIT —  Recognized as the leading journalist on the real-time Web, Gillmor has reported on every key player in real-time, either through written blog posts, or in online video episodes with The Gillmor Gang. The Gillmor Gang is a technical show that interviews IT industry executives at major companies that have deep knowledge in the technology that they focus on.

6)      Pete Cashmore, Mashable – The founder and CEO of Mashable, one of the most popular blogs worldwide, Cashmore writes a weekly column for CNN.com as well as regular posts on Mashable. He has been following real-time Web closely lately in his CNN column.

7)      John Borthwick – Currently the CEO of Betaworks, Borthwick’s blog posts study the development of the real-time Web. As an entrepreneur, Borthwick is involved in various companies that touch on the real time Web, and in his own words, is interested in understanding “how media evolves as it collides with real time conversations.”

e-Commerce

8)      Jeffery Roster, Gartner – Jeffery is a research vice president at Gartner as part of the Industry Market Strategies Worldwide unit covering the retail and wholesale industries. His blog posts provide insight into research he is working on, as well as his reflections on industry events including NRF.

9)      Forrester eBusiness & Channel Strategy Professionals Blog – Forrester analyst, Sucharita Mulpuru contributes to this blog every once in a while, and we always find her posts to be very relevant to Baynote. Sucharita publishes the annual Holiday Retail Forecast, and is a recognized authority on technology developments that affect the online commerce industry and vendors that facilitate online marketing and merchandising.

10)   Get Elastic – An e-commerce blog maintained by Elastic Path’s Emerging Media Analyst and eCommerce consultant, Linda Bustos.

11)   Shop.org – An open forum for shop.org members to post their knowledge and experiences with e-commerce.

Search

12)   Gilbane Search Blog – Linda Moulton of analyst and consulting firm, Gilbane Group, blogs regularly about trends and technologies in enterprise search.

13)   Search Engine Watch Blog – This blog by Nathania Johnson provides tips and information about searching the Web, analysis of the search engine industry and help to site owners trying to improve their ability to be found in search engines.

Technology & Innovation

14)   Sramana Mitra on Strategy – An entrepreneur and a strategy consultant in Silicon Valley for over 15 years, Sramana  also writes a weekly column for Forbes and is currently authoring Entrepreneur Journeys, a series of books focused on demystifying entrepreneurship. Her blog posts profile various entrepreneurs, and provides a comprehensive look at the innovation that is happening in Silicon Valley today.

15)   Read/Write Web – One of the world’s top 20 blogs, Richard MacManus, Marshall Kirkpatrick, and their team do an excellent job of analyzing all products that relate to the Internet, and the top trends that impact changes in Internet-related technology. RRW is a great place to remain updated on the latest and greatest Internet innovations.

Customer Service

16)   Ragsdale’s Eye on Service – John Ragsdale is the Vice President of Technology Research for the Technology Services Industry Association (TSIA). He shares the latest in technology innovation, industry events, and his expert commentary on the latest issues effecting customer service executives on his blog.

There’s been a lot written on this blog and in the media about how e-tailers can increase sales by tapping into the collective wisdom of their site visitors to optimize the customer experience. While the role that manufacturers play in the online retail channel is pivotal, their vantage point has has been missing from the majority of industry articles and blogs focused on this topic.  This is mainly because manufacturers have been relatively uninvolved in ecommerce strategies for the most part – until recently. Proctor & Gamble’s entry into direct sales through their eStore earlier this year reinforced our belief that the business concept of collective intelligence does not just apply to e-commerce companies.

P&G’s eStore was prompted by a mediocre year in online sales for the consumer goods manufacturer. According to a recent article by Andy McMains of AdWeek, less than one percent, or $500 million, of P&G’s $79 billion in global revenue last year stemmed from online sales via sites such as walmart.com and amazon.com. Through the eStore, P&G hopes to learn from consumers how to better market their products and improve online sales across all e-commerce channels. One of the main goals of this initiative is for P&G to learn about consumer buying patterns and share this customer intelligence with its retailer partners to boost sales.

eCommerce is unique in that Websites allow retailers to quickly identify consumer shopping patterns, and automatically adapt their merchandising programs based on this insight. This is simply not possible in brick-and-mortar stores. With Baynote’s technology, for example, retailers such as Urbanoutfitters.com and Bluefly.com are able to more quickly recognize even the most unexpected trends, such as consumers purchasing two seemingly unrelated products, and then personalize product recommendations in real-time. This improves the next shopper’s experience, builds loyalty and boosts sales.

Since most products are currently sold via retailers rather than directly by manufacturers, manufacturers are often left in the dark on the valuable data that their retail partners can obtain about consumer behavior. While brands have been able to utilize the Internet well to engage with consumers via email marketing, social networks, online product reviews, and a slew of other activities that require their explicit feedback, they have not had a direct link into the less obvious but often more telling data that ecommerce affords. This includes leading, often termed “weak” signals about consumer intent that can only be gleaned from the online shopping experience. Think clicks and hovers, not hard transactions.

This new online environment should enable P&G to monitor and respond to shifting consumer trends in real-time, and we are looking forward to seeing how their customer engagement initiative will change the overall online retail landscape. We predict that the insight gained from eStore will improve both indirect and direct sales, as P&G will be able to better collaborate with their distributers on why certain products are selling well, and how to improve upon the merchandising and online sales strategies. If managed well, the P&G eStore should also allow the manufacturer to bring innovative new products to market significantly faster based on real-time visibility into the online browsing behaviors of their customers.

The central focus of Gartner’s Symposium/ITxpo this week in Orlando is all about implementing what they’ve recently dubbed as a “pattern-based strategy”.

According to Gartner, a pattern-based strategy “provides a framework to proactively seek, model and adapt to leading indicators, often-termed ‘weak’ signals that form patterns in the marketplace.”  For the past several years Baynote has been committed to helping companies identify these patterns with technology that lets them tap into the collective intelligence of customers visiting their websites. This is something that transactional based systems such as business intelligence (BI) and complex event processing (CEP) simply haven’t been able to deliver. Here’s why:

1) For years BI, CEP (more recently) and other related technologies have helped organizations become much more efficient by automating their interactions with customers. However, in the process of creating huge economies of scale, they forced companies to lose the “mom and pop” touch that consumers expect when they walk into a local hardware store or restaurant. In failing to create digital mom and pop experiences, online retailers and publishers have placed unnecessary emphasis on promoting popular products and content, thereby losing out on profits to be gained from merchandising their long tail products.

2) In addition, these so-called “predictive” applications have historically prioritized the wrong set of indicators, often identifying consumer trends weeks, if not months, after the fact. For example, e-commerce transactions lag other more relevant indicators, such as online comparison shopping, by months. Only by tapping into the power of the collective is it possible to see early signals, spot trends and develop strategies around them before your competitors catch on. This holds particularly true for long tail products. Our customer US-Appliance tapped into the implicit behaviors of its website visitors to merchandise colored washers/dryers months before Home Depot and Best Buy began promoting similar products in their stores.

In Gartner’s recent report, entitled “Introducing Pattern-Based Strategy”, they view “the collective” as being critical to developing a pattern-based strategy. We couldn’t agree more with their position:

The collective comprises individuals, groups, communities, mobs, markets and firms that shape the direction of society and business. The collective is not new but technology has made the collective more powerful — and enabled change to happen more rapidly. The explosion of social software has enabled groups and individuals to rapidly form and rally to a cause — often resulting in significant societal changes.

The result for business is a cacophony of rapidly evolving demands, expectations, inputs and transactions, as well as an opportunity to not only react, but to seek signals of change from the collective. Market trends, some subtle, others strong, are masked by noise, and many enterprises are failing to proactively detect the patterns they rely on to direct future strategy and support investment decisions. In addition to failing to detect these patterns, enterprises are not utilizing new resources to proactively seek signals of change nor do they understand their power to influence individuals and communities.

Val Sribar, group vice president of Research at Gartner, sites Amazon’s and Netflix’s use of recommendation engines as good examples of organizations leveraging collective intelligence to support their pattern-based strategies. Sribar agrees with Baynote that recommendation engines identify new patterns in behavior as customers browse and purchase. While Amazon and Netflix are highly popularized cases, we’ve helped hundreds of other well known brands tap into their collective customer networks to significantly increase revenue through cross-selling and upselling, and higher customer loyalty.

We’re excited to see Gartner take a leadership position on this important issue and look forward to working with them and our customers to bring best practices related to collective intelligence to the forefront of modern business strategy.