For Customer Intelligence Professionals

Reinforce Privacy Through Full Disclosure

Marketers Must Embrace Privacy To Avoid Consumer Outcry

by John Lovett, Dave Frankland, October 29, 2009

Despite consumer privacy concerns, the vast majority of Web sites from retailers to healthcare providers are actively tracking the behavior of online visitors. This practice is well within the rights of these Web site operators not because they adhere . . .

For Customer Intelligence Professionals

The Online Testing Vendor Landscape

A Mature Discipline Offers The Next Frontier In Site Optimization

by John Lovett, October 20, 2009

Online testing is an underused technology solution in the burgeoning field of Web site optimization. Numerous methodologies and testing disciplines exist, each with evidence of success in improved Web site usability, increased relevance, and elevated . . .

For Customer Intelligence Professionals

Adobe's Acquisition Of Omniture Rocks Online Marketing

by Suresh Vittal, John Lovett, September 24, 2009

On September 15, 2009, Adobe announced that it would acquire Omniture for $1.8 billion. Adobe's CEO, Shantanu Narayen, promised that the combined entity would help marketers "realize the full value of their digital assets." Forrester believes that while . . .

For Customer Intelligence Professionals

The Forrester Wave™: Web Analytics, Q3 2009

Omniture, Coremetrics, Unica, And Webtrends Lead, With Nedstat Close

by John Lovett, July 23, 2009

In Forrester's evaluation of eight Web analytics vendors, we reviewed 105 criteria that exposed a tight Leader board because of each vendor's ability to process copious amounts of data and offer robust customization capabilities. Leaders in this field . . .

For Customer Intelligence Professionals

Sharpening Web Site Relevance

Tactics For Delivering Meaningful Online Experiences

by John Lovett, July 1, 2009

Relevance is the gold that marketers seek and the means by which customer intelligence professionals secure their tenure. Marketers require relevance to reach customers in our increasingly cluttered and information-overloaded environment. The recipe for . . .

For Customer Intelligence Professionals

US Web Analytics Forecast, 2008 To 2014

The Future Brings A Shift In Role

by John Lovett, May 27, 2009

If we were to equate Web analytics to a human life stage, 2009 places us squarely in awkward adolescence. After some explosive prepubescent growth, the Web analytics market is beginning to develop its own footing, yet significant change is imminent and . . .

For Marketing Leadership Professionals

Can The eCommerce Platform Do It All?

Direct Marketers Will Find That Some Tools Are Missing

by John Lovett, March 9, 2009

Forrester Research recently reviewed B2C eCommerce platforms on their current offerings, strategy, and market presence. This research reveals that eCommerce offerings have progressed in strength and capabilities, leaving in-house development as an unflattering . . .

For Marketing Leadership Professionals

2009 Web Site Spending Trends

Shifting Budgets Amid Bullish Optimism

by John Lovett, February 26, 2009

Web site decision-makers are largely ignoring economists' warnings of troubling times as more than half are increasing spending on Web sites in 2009. According to 250 executives surveyed, some areas will be affected such as staff reductions and cutbacks . . .

For Marketing Leadership Professionals

A Framework For Multicampaign Attribution Measurement

A Framework For Measurement

by John Lovett, February 19, 2009

Multicampaign attribution has the capacity to demonstrate value from indirect revenue-generating initiatives and quantify their impact within the context of the overall marketing mix. According to 275 Web site decision-makers surveyed in 2008, a full . . .

For Marketing Leadership Professionals

What's Your Web Data Integration Strategy?

Marketing Data Reveals Better Insight With Integration

by John Lovett, February 19, 2009

Customer data is perpetually amassing for marketers with each new campaign, Web site visit, and email delivered, thus creating unprecedented stores of Web data. This information is often siloed within disparate applications providing shallow customer . . .

For Customer Experience Professionals

Web Content Management

Planning for Next-Generation Site Experiences

by John Lovett, November 18, 2008

Web content management (WCM) solutions are adept at managing work flow, publishing, and administrative tasks. However, aggressive site operators impel these technologies to deliver innovative online experiences.

For Customer Experience Professionals

Effective Web Technology Management

Assessing Product Suites, Point Solutions, and In-House Development

by John Lovett, October 29, 2008

Technologies designed to ease the burden of interactive marketers continue to proliferate. Site operators grapple with complex purchasing decisions, often raising the question of whether to build, buy, or assemble.

For Customer Experience Professionals

The Consumer Side of Analytics

Understanding Cookie Avoidance Behavior

by John Lovett, September 30, 2008

Data accuracy woes force Web site operators to understand consumers' attitudes and behavior regarding cookies. Furthermore, federal scrutiny of online privacy is escalating the importance of clear and legal policies.

For eBusiness & Channel Strategy Professionals

Recommendation Technologies

Analyzing Recognition, Relevance, and Returns

by John Lovett, September 15, 2008

Customer-behavior data are rapidly amassing for online retailers in both volume and valuable insights. Site operators are seeking methods to glean knowledge from the data to provide the right products to the right customers at the right time.

For Customer Experience Professionals

Sourcing Analytics Help

Options for Service, Support, and Strategy

by John Lovett, September 8, 2008

Today's Web analytics tools are complex, often requiring vendors' support and external resources to properly implement, manage, and interpret data.

For Customer Experience Professionals

Web Analytics Buyer's Guide

Assessing Vendors' Competencies and Value

by John Lovett, July 14, 2008

Web analytics capabilities have proliferated during recent years, providing customer insight and measurable value for organizations of all sizes. These benefits have entrenched analytics as a necessary tool within marketers' arsenal. However, identifying . . .

For Information & Knowledge Management Professionals

Site Search

Building the Ultimate Results Page

by John Lovett, July 7, 2008

Visitors using site search functionality have very specific needs and wants, but delivering highly effective results for the masses is perplexing.

For Customer Experience Professionals

Site Performance and Scalability

Creating Efficiency Within a Changing World

by John Lovett, May 27, 2008

Web site availability and seamless page rendering have become assumed luxuries for most US consumers. However, site operators are incessantly challenged to reliably deliver online content and applications.

For Customer Experience Professionals

Practical Analytics

Rightsizing Data Use

by John Lovett, March 11, 2008

Site operators have options for measuring online initiatives ranging from enterprise analytics solutions to analytics tools embedded within applications. Data reconciliation is often unfeasible and frequently fuels incorrect assumptions and misguided . . .

For Customer Experience Professionals

Widgets

Measuring Value and Results

by John Lovett, February 26, 2008

Web widgets are multiplying, and these seemingly innocuous bits of code sometimes accomplish highly strategic objectives. Site operators are challenged to capitalize on the buzz of widgets, while delivering value and results.

For Information & Knowledge Management Professionals

Web Content Management

Maintaining Process amid Change

by John Lovett, January 15, 2008

Web site evolution will force site operators to maintain competitive advantage by adopting flexible and scalable content management solutions. By avoiding adoption, they risk losing visitors to relatively more innovative and captivating Web sites.

For Information & Knowledge Management Professionals

Voice of America Seeks Solution to Facilitate Multilanguage Content Publishing

by John Lovett, January 15, 2008

Voice of America's news portal (voanews.com) is operated by the International Broadcasting Bureau (IBB).

For Information & Knowledge Management Professionals

University of Wisconsin-Milwaukee Centralizes WCM to Decrease Costs and Improve Technology Delivery

by John Lovett, January 15, 2008

University of Wisconsin-Milwaukee is using the CommonSpot WCM product from PaperThin.

For Customer Experience Professionals

Web Site Usability

Technology Meets Tradition

by John Lovett, January 2, 2008

Technology increasingly fuels Web site design, innovation, and interaction, but usability is mired in traditional tactics. Within an evolving online environment, design experts are challenged to understand customers' attitudes and reactions.

For Customer Experience Professionals

Testing and Optimization Differentiators

Deployment Methods, Algorithms, and Outlook

by John Lovett, November 7, 2007

Prudent technology selection and clear understanding of vendors' capabilities are paramount to success as momentum builds in multivariate testing adoption. Meanwhile, industry consolidation and shifting deployment models confuse matters.