Searching for Customer Satisfaction and Online Revenue
KM World › Vol. 16 Nbr. 5, May 2007
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Summary
Innovative companies predominately use analytics to learn about customer behavior and collectively apply that knowledge, according to Aberdeen's findings. That information is used to tune search results for merchandising to customers and customer segments on a predictive basis. That process can be achieved in real time, yet it is extremely difficult to do.
Online search technologies have proliferated to become the second most widely used online application, second only to e-mail, and rapidly closing the gap. Research figures estimate that nearly 60 million Americans use search engines on a daily basis. Consumers shopping online or browsing Web sites for information are conditioned to look to the top of the page for a search bar. The Web Site Search benchmark report stems from a survey Aberdeen conducted in January and February of more than 200 users deploying search technologies on their Web sites. Although search is a ubiquitous technology, producing accurate and relevant results remains a top pressure for 76% of survey respondents, who seek to deliver search tools to enhance the customer experience. The companies listing external pressures that affect the deployment of their Web site search applications have different strategies to combat the pressures. Innovative companies predominately use analytics to learn about customer behavior and collectively apply that knowledge, according to Aberdeen's findings.See the full content of this document
Extract
Searching for Customer Satisfaction and Online Revenue
Online search technologies have proliferated to become the second most widely used online application, second only to e-mail, and rapidly closing the gap. Research figures estimate that nearly 60 million Americans use search engines on a daily basis. That widespread adoption allowed search giant Google (google.com) to transcend household name recognition to achieve verb status as in, "I googled it today." So, search technology is ubiquitous across the In...
See the full content of this document
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