E-Commerce Recommender Applications Page 15of 24
Helping New and Infrequent Visitors: Broad Recommendation Lists
One of the key challenges for e-commerce sites is to engage visitors – especially new and infrequent visitors – before they leave to
visit another site. For sites that list thousands to millions of different products, this challenge is particularly acute; they must not
only engage the visitor but also keep him from getting lost and frustrated. Nearly every site visited has some form of broad
recommendation list designed to direct customers towards engaging products. These lists typically allow the targeted customer to use
current navigation to pull non-personalized suggestions. These include overall best sellers, best sellers in a category, editor and
expert recommendations, and other collections of products selected either manually or through simple statistical summarization. In
essence, these recommendation lists replace the tabletop displays, endcaps, and large product displays in physical stores. Whichever
technique is used, the lists help orient users who might otherwise leave before finding compelling products.
Part of what makes broad recommendation lists so prominent is the low level of needed input; no personal information is needed,
except for minimal ephemeral context about the category of interest to the customer. Broad recommendation lists allow marketers to
adjust pricing and inventory to match the recommendations since they can be assured that these recommendations will reach a large
audience. Editors or experts can create text to surround broad recommendations to market the recommended products to customers.
The recommendations themselves can be delivered in several different ways, though most applications either place them on a home
page or "category home" page or advertise them and have users directly select them.
Building Credibility through Community: Customer Comments and Ratings
Retailers in general, and e-retailers in particular, must often overcome an image of low credibility. Customers may feel that the site
is interested only in making a sale, and therefore that it will present any "recommendation" or advertising necessary to induce them
to make a purchase. While principles of one-to-one marketing suggest that it is in the retailer's interest to serve the interests of the
customer, stores must still leap over the credibility hurdle to move towards a one-to-one relationship. One way to do this is to collect
reviews and ratings from members of the community at large. These systems use the targeted customer’ s current navigation to
suggest which non-personalized reviews, ratings, and predictions to display passively. By building a "community center," sites allow
customers to communicate with each other and provide each other with advice and feedback on products.
These "grass roots" recommendations require little site-directed effort, since the customers do all of the evaluation. They also
provide a high degree of credibility since customers often are more likely to believe a set of other customers than the marketer who
makes money on the purchases. As a side benefit, they create a sense of community that can distinguish the site from others and
thereby retain customers. Customer comment applications provide a summary of the ratings, either as an average or another figure
representing the rate of positive and negative recommendations, and give the customer an opportunity to read through the ratings and
form her own opinion.
Inviting Customers Back: Notification Services
Stores that know their customers’ interests can leverage that information by inviting them back to the store when new products of
interest arrive or are discounted. Notification services use keywords provided by the targeted customer and attributes of the items
being recommended to push persistent, personalized suggestions and can thereby build stronger customer relationships. Many emerchants allow customers to describe the products they find interesting and then automatically notify them when such products are
available. These notification services can provide a great service to the customer, who becomes quickly aware of new products of
interest, and can be very effective at bringing customers back to the e-commerce site on a regular basis. The form of the descriptions
can vary from a simple keyword or attribute query to a more complex specification that includes price ranges.
Cross-Selling: Product-Associated Recommendations
Suggestive selling is particularly effective when the seller knows the current interests of the buyer. Retailers arrange products to
enhance cross-selling by placing complementary items in close proximity. On-line retailers are freed from physical layout and can
directly suggest products related to the one a customer is viewing. By using the targeted customer’ s current navigation as an
ephemeral indication of interest, such systems use item-to-item correlation and community purchase history to passively display
suggestions to the targeted customer.
Many different recommender applications use the context of a current product or several current products to recommend other
products using a variety of recommender methods. This popularity is partly due to the variety of inputs that can be used to generate
such recommendations, including anonymous purchase histories, customer purchase histories, ratings, product attributes and expert
opinions. Product-associated recommendations are particularly well suited for passive delivery since they can be integrated into a
product information page.
Building Long-Term Relationships: Deep Personalization
The goal of most retail businesses is to develop long-term relationships with customers that lead to higher lifetime values and greater
competitive barriers. Deep personalization, based on a customer's history of preferences, purchases, or navigation, is the strongest
E-Commerce Recommender Applications Page 15of 24Helping New and Infrequent Visitors: Broad Recommendation ListsOne of the key challenges for e-commerce sites is to engage visitors – especially new and infrequent visitors – before they leave to visit another site. For sites that list thousands to millions of different products, this challenge is particularly acute; they must not only engage the visitor but also keep him from getting lost and frustrated. Nearly every site visited has some form of broad recommendation list designed to direct customers towards engaging products. These lists typically allow the targeted customer to use current navigation to pull non-personalized suggestions. These include overall best sellers, best sellers in a category, editor and expert recommendations, and other collections of products selected either manually or through simple statistical summarization. In essence, these recommendation lists replace the tabletop displays, endcaps, and large product displays in physical stores. Whichever technique is used, the lists help orient users who might otherwise leave before finding compelling products.Part of what makes broad recommendation lists so prominent is the low level of needed input; no personal information is needed, except for minimal ephemeral context about the category of interest to the customer. Broad recommendation lists allow marketers to adjust pricing and inventory to match the recommendations since they can be assured that these recommendations will reach a large audience. Editors or experts can create text to surround broad recommendations to market the recommended products to customers.The recommendations themselves can be delivered in several different ways, though most applications either place them on a home page or "category home" page or advertise them and have users directly select them.Building Credibility through Community: Customer Comments and RatingsRetailers in general, and e-retailers in particular, must often overcome an image of low credibility. Customers may feel that the site is interested only in making a sale, and therefore that it will present any "recommendation" or advertising necessary to induce them to make a purchase. While principles of one-to-one marketing suggest that it is in the retailer's interest to serve the interests of the customer, stores must still leap over the credibility hurdle to move towards a one-to-one relationship. One way to do this is to collect reviews and ratings from members of the community at large. These systems use the targeted customer’ s current navigation to suggest which non-personalized reviews, ratings, and predictions to display passively. By building a "community center," sites allow customers to communicate with each other and provide each other with advice and feedback on products.These "grass roots" recommendations require little site-directed effort, since the customers do all of the evaluation. They also provide a high degree of credibility since customers often are more likely to believe a set of other customers than the marketer who makes money on the purchases. As a side benefit, they create a sense of community that can distinguish the site from others and thereby retain customers. Customer comment applications provide a summary of the ratings, either as an average or another figure representing the rate of positive and negative recommendations, and give the customer an opportunity to read through the ratings and form her own opinion. Inviting Customers Back: Notification ServicesStores that know their customers’ interests can leverage that information by inviting them back to the store when new products of interest arrive or are discounted. Notification services use keywords provided by the targeted customer and attributes of the items being recommended to push persistent, personalized suggestions and can thereby build stronger customer relationships. Many emerchants allow customers to describe the products they find interesting and then automatically notify them when such products are available. These notification services can provide a great service to the customer, who becomes quickly aware of new products of interest, and can be very effective at bringing customers back to the e-commerce site on a regular basis. The form of the descriptions can vary from a simple keyword or attribute query to a more complex specification that includes price ranges. Cross-Selling: Product-Associated RecommendationsSuggestive selling is particularly effective when the seller knows the current interests of the buyer. Retailers arrange products to enhance cross-selling by placing complementary items in close proximity. On-line retailers are freed from physical layout and can directly suggest products related to the one a customer is viewing. By using the targeted customer’ s current navigation as an ephemeral indication of interest, such systems use item-to-item correlation and community purchase history to passively display suggestions to the targeted customer.Many different recommender applications use the context of a current product or several current products to recommend other products using a variety of recommender methods. This popularity is partly due to the variety of inputs that can be used to generate such recommendations, including anonymous purchase histories, customer purchase histories, ratings, product attributes and expert opinions. Product-associated recommendations are particularly well suited for passive delivery since they can be integrated into a product information page.Building Long-Term Relationships: Deep PersonalizationThe goal of most retail businesses is to develop long-term relationships with customers that lead to higher lifetime values and greater competitive barriers. Deep personalization, based on a customer's history of preferences, purchases, or navigation, is the strongest
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E-Commerce Recommender Applications Page 15of 24
Helping New and Infrequent Visitors: Broad Recommendation Lists
One of the key challenges for e-commerce sites is to engage visitors – especially new and infrequent visitors – before they leave to
visit another site. For sites that list thousands to millions of different products, this challenge is particularly acute; they must not
only engage the visitor but also keep him from getting lost and frustrated. Nearly every site visited has some form of broad
recommendation list designed to direct customers towards engaging products. These lists typically allow the targeted customer to use
current navigation to pull non-personalized suggestions. These include overall best sellers, best sellers in a category, editor and
expert recommendations, and other collections of products selected either manually or through simple statistical summarization. In
essence, these recommendation lists replace the tabletop displays, endcaps, and large product displays in physical stores. Whichever
technique is used, the lists help orient users who might otherwise leave before finding compelling products.
Part of what makes broad recommendation lists so prominent is the low level of needed input; no personal information is needed,
except for minimal ephemeral context about the category of interest to the customer. Broad recommendation lists allow marketers to
adjust pricing and inventory to match the recommendations since they can be assured that these recommendations will reach a large
audience. Editors or experts can create text to surround broad recommendations to market the recommended products to customers.
The recommendations themselves can be delivered in several different ways, though most applications either place them on a home
page or "category home" page or advertise them and have users directly select them.
Building Credibility through Community: Customer Comments and Ratings
Retailers in general, and e-retailers in particular, must often overcome an image of low credibility. Customers may feel that the site
is interested only in making a sale, and therefore that it will present any "recommendation" or advertising necessary to induce them
to make a purchase. While principles of one-to-one marketing suggest that it is in the retailer's interest to serve the interests of the
customer, stores must still leap over the credibility hurdle to move towards a one-to-one relationship. One way to do this is to collect
reviews and ratings from members of the community at large. These systems use the targeted customer’ s current navigation to
suggest which non-personalized reviews, ratings, and predictions to display passively. By building a "community center," sites allow
customers to communicate with each other and provide each other with advice and feedback on products.
These "grass roots" recommendations require little site-directed effort, since the customers do all of the evaluation. They also
provide a high degree of credibility since customers often are more likely to believe a set of other customers than the marketer who
makes money on the purchases. As a side benefit, they create a sense of community that can distinguish the site from others and
thereby retain customers. Customer comment applications provide a summary of the ratings, either as an average or another figure
representing the rate of positive and negative recommendations, and give the customer an opportunity to read through the ratings and
form her own opinion.
Inviting Customers Back: Notification Services
Stores that know their customers’ interests can leverage that information by inviting them back to the store when new products of
interest arrive or are discounted. Notification services use keywords provided by the targeted customer and attributes of the items
being recommended to push persistent, personalized suggestions and can thereby build stronger customer relationships. Many emerchants allow customers to describe the products they find interesting and then automatically notify them when such products are
available. These notification services can provide a great service to the customer, who becomes quickly aware of new products of
interest, and can be very effective at bringing customers back to the e-commerce site on a regular basis. The form of the descriptions
can vary from a simple keyword or attribute query to a more complex specification that includes price ranges.
Cross-Selling: Product-Associated Recommendations
Suggestive selling is particularly effective when the seller knows the current interests of the buyer. Retailers arrange products to
enhance cross-selling by placing complementary items in close proximity. On-line retailers are freed from physical layout and can
directly suggest products related to the one a customer is viewing. By using the targeted customer’ s current navigation as an
ephemeral indication of interest, such systems use item-to-item correlation and community purchase history to passively display
suggestions to the targeted customer.
Many different recommender applications use the context of a current product or several current products to recommend other
products using a variety of recommender methods. This popularity is partly due to the variety of inputs that can be used to generate
such recommendations, including anonymous purchase histories, customer purchase histories, ratings, product attributes and expert
opinions. Product-associated recommendations are particularly well suited for passive delivery since they can be integrated into a
product information page.
Building Long-Term Relationships: Deep Personalization
The goal of most retail businesses is to develop long-term relationships with customers that lead to higher lifetime values and greater
competitive barriers. Deep personalization, based on a customer's history of preferences, purchases, or navigation, is the strongest
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