RichRelevance
RichRelevance is the global leader in experience personalization, driving digital growth and brand loyalty for more than 200 of the world’s largest B2C and B2B brands and retailers. The company leverages advanced AI technologies to bridge the experience gap between marketing and commerce to help digital marketing leaders stage memorable experiences that speak to individuals – at scale, in real time, and across the customer lifecycle. Headquartered in San Francisco, RichRelevance serves clients in 42 countries from 9 offices around the globe.

Patagonia Partners with RichRelevance to Personalize the Online Customer Experience

Outdoor gear and clothing company expands use of RichRelevance to Patagonia Japan based on proven success on Patagonia.com

San Francisco, CA – August 2, 2010 – RichRelevance®, the leading provider of dynamic e-commerce personalization for the world’s largest retailers, today announced that Patagonia has partnered with RichRelevance to deliver a more relevant experience to online shoppers. Patagonia, which focuses on making the best possible outdoor products and apparel with a bias towards simplicity and utility, selected RichRelevance and RichRecs™ to personalize the online shopper’s experience at Patagonia.com, employing innovations such as custom recommendation messaging to reflect the unique sensibility of the Patagonia audience. Based on its proven success with personalization in the US, Patagonia recently expanded its use of RichRelevance to Patagonia Japan‘s website.

Patagonia grew out of a small company that made tools for climbers and distinguished its brand through minimalism, simplicity and utility. “After surveying the market, we found that RichRelevance offered the most elegant—and powerful—product recommendation solution on the market. Their team and technology have expertly delivered a personalized online experience that lives up to our customers’ expectations while blending seamlessly with our site and trusted brand,” said Crist Costa, head of ecommerce technology at Patagonia.

With RichRelevance, Patagonia is able to offer a completely individualized experience to every site visitor based on the shopper’s unique attributes as well as numerous shopping behaviors such as past purchases, browsing history, and more. As a customer shops and explores on Patagonia’s US and Japan sites, personalized recommendations continually adapt and adjust to his or her activity and goals. This is accomplished through RichRelevance’s industry-leading enRICH Personalization Engine, which facilitates
competition among 60 independent recommendation strategies to deliver the most relevant experience. All recommendations include explicit messaging about why a product is suggested, framed in a way that resonates most with Patagonia shoppers (for example, “Folks who viewed this item also viewed” these other items).

“Patagonia is a true pioneer and a great partner. For both companies, our corporate cultures are the cornerstone of our business. We share a commitment to our customers, our products and our planet,” said Todd Pearson, Chief Customer Officer of RichRelevance. “Of course it has also been quite exciting to see the uptick in sales and engagement that results from delivering a relevant customer experience online, both in the US and on international sites like Patagonia Japan.”

About Patagonia

Patagonia, with sales last year of over $330M, is noted internationally for its commitment to product quality and environmental activism. Incorporating environmental responsibility in to product development, the company has, since 1996, used only organically grown cotton in its clothing line. With its most recent launch of synthetic fiber-to-fiber recycling, Patagonia is taking back worn-out polyester and nylon clothing and reincarnating it as new products, forever capturing the raw materials used in making virgin fiber. The company also advocates corporate transparency through its interactive website, The Footprint Chronicles, which outlines the environmental and social footprint of individual products. Patagonia was featured as The Coolest Company on the Planet on Fortune Magazine’s April 2007 cover.

About RichRelevance

RichRelevance is the leading provider of dynamic e-commerce personalization for the world’s largest retailers, including Wal-Mart, Overstock.com and Sears. Founded and led by the e-commerce expert who pioneered personalization R&D at Amazon.com, RichRelevance helps retailers increase revenues (over $1B in attributable sales since June 2008) by powering relevant experiences throughout the customer lifecycle and across multiple sales channels. The company stands apart for its dedicated team of personalization experts, integrated product suite, and award-winning personalization engine, which enables twice as many consumer touchpoints as the industry average. RichRelevance is located in San Francisco, with offices in Seattle and London. For more information, please visit www.richrelevance.com.

Internet Retailing — “One in four high street shoppers buy online instead”

One in four high street shoppers who leaves a store empty-handed completes their purchase on the internet instead.

That’s the findings of new research carried out by retail consultancy Envirosell and RichRelevance. Researchers quizzed shoppers coming out of London shops including Marks & Spencer, Debenhams, Primark and BhS, and find that almost half left a shop without buying.

Continue reading at Internet Retailing

RichRelevance Selected as an AlwaysOn Global 250 Winner

Leader in dynamic e-commerce personalization recognized for its innovative technology and unique partnership approach which has delivered over $1 billion in additional sales for the world’s largest retailers

San Francisco, CA – July 27, 2010 – RichRelevance®, the leading provider of dynamic e-commerce personalization for the world’s largest retailers, today announced that it has been chosen as one of the AlwaysOn Global 250 winners. RichRelevance, whose clients include top retailers like Sears and Overstock.com, was selected by the AlwaysOn editorial team and industry experts because of its innovation, market potential, stakeholder value, and media buzz. RichRelevance stood out among thousands of other technology companies for its suite of fully hosted (SaaS) solutions and award-winning enRICH Personalization Engine.

“RichRelevance works hand in hand with the largest retailers in the world to ensure that consumers have the relevant experience they expect from the brands they love,” said David Selinger, CEO of RichRelevance. “We are excited to be honored by the AlwaysOn team for our innovation and technology and look forward to continuing to deliver the best to our customers.”

RichRelevance currently serves more than 350 million product recommendations each day on over 45 of the world’s largest e-commerce sites. The company stands apart for its laser focus on customer success, and customer-driven innovation in all areas of its business. Last week the company launched RichMail, a fully automated email segmentation solution that allows retailers to target and sell to consumers with no purchase history. In May, RichRelevance introduced its RichResults Personalization team, the only organization of its kind that combines e-commerce expertise with a unique partnership approach and 100% commitment to personalization success.

RichRelevance and the AlwaysOn Global 250 companies will be honored at AlwaysOn’s eighth annual Summit at Stanford on July 27th, 2010, at the Frances C. Arrillaga Alumni Center at Stanford University in Palo Alto, CA. The two-and-a-half-day executive gathering highlights the significant economic, political and commercial trends affecting the global technology industries. Summit at Stanford’s goal is to identify the most promising entrepreneurial opportunities and investments in the global tech industry.

A full list of all the AlwaysOn Global 250 winners can be found on the AlwaysOn website at: http://www.aonetwork.com/AOStory/Announcing-2010-AlwaysOn-Global-250

About RichRelevance
RichRelevance is the leading provider of dynamic e-commerce personalization for the world’s largest retailers, including Wal-Mart, Overstock.com and Sears. Founded and led by the e-commerce expert who pioneered personalization R&D at Amazon.com, RichRelevance helps retailers increase revenues (over $1B in attributable sales since June 2008) by powering relevant experiences throughout the customer lifecycle and across multiple sales channels. The company stands apart for its dedicated team of personalization experts, integrated product suite, and award-winning personalization engine, which enables twice as many consumer touchpoints as the industry average. RichRelevance is located in San Francisco, with offices in Seattle and London. For more information, please visit www.richrelevance.com.

About AlwaysOn
AlwaysOn is the leading business media brand networking the Global Silicon Valley. AlwaysOn helped ignite the social media revolution in early 2003 when it launched the AlwaysOn network. In 2004, it became the first media brand to socially network its online readers and event attendees. AlwaysOn’s preeminent executive event series includes the Summit at Stanford, OnMedia, OnHollywood, Venture Summit Mid-Atlantic, OnDemand, Venture Summit Silicon Valley, Venture Summit East, GoingGreen Silicon Valley, and GoingGreen East. The AlwaysOn network and live event series continue to lead the industry by empowering its readers, event participants, sponsors, and advertisers like no other media brand.

RichRelevance Launches RichMail™, the Industry’s First Smart Segmentation for Email Campaigns

Luxury retailer achieves 70 percent increase in revenue per email by using RichMail to effectively target consumers who have no purchase history

Experian CheetahMail Client Summit 2010 – New York, NY – July 22, 2010 and London, July 26, 2010 – RichRelevance®, the leading provider of dynamic e-commerce personalization for the world’s largest retailers, today unveiled RichMail®, the industry’s first fully automated segmentation solution that delivers highly targeted, relevant email campaigns based on shopper behavior. While most email segmentation offers fail to effectively reach the largest part of a subscriber base—those with no purchase history—RichMail leverages real-time behavioral data to present customers with communications that are always relevant to their changing interests. Constant data collection, testing and optimization enables RichMail to maximize the value of every email recipient—from loyal buyers to anonymous subscribers—and deliver dramatic increases in profit per email alongside a reduction in customer unsubscribes and opt-outs.

“The biggest challenge facing email marketers today is how to effectively engage the 50 – 80% of their list that doesn’t regularly buy or browse their products,” said Darren Vengroff, Chief Scientist for RichRelevance, and innovator of this new product. “RichMail meets the challenge head on with a fully automated segmentation system that is proven to deliver a dramatic increase in response and revenue. In head-to-head testing, RichMail dramatically outperforms traditional segmentation solutions and handily beats predictive analytics packages on the market.”

How It Works
Powered by RichRelevance’s industry-leading enRICH personalization engine, RichMail’s combination of segmentation and personalization dramatically increases the effectiveness of email marketing campaigns. RichMail seamlessly integrates with leading email service providers (ESPs), allowing marketers to maintain existing workflows and processes while adding state-of-the-art targeting capabilities. Through simple Javascript code placed on a retail web site, RichMail monitors clicks, navigation and purchases for every email recipient and shopper. With each session, this type of behavioral information enables RichMail to continually refine targeting for ensuing emails and begins the process of converting a recipient with no previous purchase or behavioral information into a buyer—with data accumulating week over week.

For anonymous subscribers, RichMail automatically tests each campaign on a small percentage and then uses the campaign with the best response rate to target the rest of the list. The result is a dramatic increase in response and revenue despite having no behavioral data or past purchase history for the recipients.

Case Study: RichMail Delivers 70 Percent Increase in Revenue Per Sent Email for Luxury Retailer
A high-end luxury retailer recently tapped RichMail in partnership with a leading ESP to dynamically segment and send relevant messages to its affluent customer base. For this retailer, a campaign—which promotes one out of 10 different creative pieces—was typically sent to more than one million customers each week. Individual emails featured a category, a brand or a combination of both. About two-thirds of these million-plus email recipients were not associated with actual past purchases. In short, the retailer had a dilemma: In its non-buyer segment, which of 10 emails should it send to someone it knew nothing about except for an email address?

RichMail vastly outperformed the control group, which employed only past purchase history. Results include:

  • 70 percent increase in revenue per sent email
  • 64 percent increase in AOV
  • 109 percent increase in dollars/circulation

Features & Benefits
RichMail raises the bar on email segmentation with the most advanced capabilities available to email marketers today, including:

  • Real-time Behavioral Analysis: RichMail tracks on-site behavior and uses the information to automatically create affinities for campaigns and dynamically assign recipients to the most appropriate campaigns.
  • Real-time Segmentation: Recipients are segmented in real-time according to their activity on a retailer’s site and available purchase histories.
  • Real-time Feedback: RichMail continuously adapts—continually testing and recording user response to dynamically optimize future segments. Segments which aren’t meeting objectives are traded for those which are.
  • Integration: RichMail works alongside a retailer’s existing email vendor and uses the same behavioral analysis tools as RichRelevance onsite recommendations, so integration is quick and trouble free.
  • Scalable: Because RichMail’s flexible technology is supported by RichRelevance’s industry leading IT infrastructure, the solution easily scales to serve recipient lists and email campaigns of any size.
  • Reporting: All aspects of RichMail’s performance are available in real-time through a comprehensive reporting dashboard.

Pricing and Availability
RichMail is immediately available. For pricing and additional information, please contact richmail@richrelevance.com.

About RichRelevance
RichRelevance is the leading provider of dynamic e-commerce personalization for the world’s largest retailers, including Wal-Mart, Overstock.com and Sears. Founded and led by the e-commerce expert who pioneered personalization R&D at Amazon.com, RichRelevance helps retailers increase revenues (over $1B in attributable sales since June 2008) by powering relevant experiences throughout the customer lifecycle and across multiple sales channels. The company stands apart for its dedicated team of personalization experts, integrated product suite, and award-winning personalization engine, which enables twice as many consumer touchpoints as the industry average. RichRelevance is located in San Francisco, with offices in Seattle and London. For more information, please visit www.richrelevance.com.

RichRelevance finds multi-channel shopping to be thriving on both sides of the Atlantic

Research shows that one in four shoppers in New York and London plan to use the Internet to continue shopping after visiting a store.

London, 21 July 2010 – RichRelevance, the leading provider of dynamic e-commerce personalisation for the world’s largest retailers, today announced the publication of research conducted among London multi-channel shoppers who use the Internet to aid their in-store shopping excursions.

The research, conducted in June by Hall & Partners on behalf of RichRelevance and retail consultancy Envirosell, intercepted shoppers outside a variety of stores including Marks & Spencer, Debenhams, Primark and BHS. Store-goers were questioned about their online and offline shopping habits and responses, and results compared with those from an identical survey carried out amongst shoppers in another global shopping destination, New York City.

In London, almost half of all shoppers surveyed left the store empty-handed. About a quarter of these non-buyers planned to go online to continue shopping for the desired product, confirming an increased willingness to cross channels when making purchases. The New York survey results produced identical results for this dimension, with one in four shoppers planning to go online to continue shopping after leaving a store. When it came to using the Internet to conduct product research, however, the geographically dispersed shopping segments generated disparate figures. While a third of the London shoppers said that they used the Internet for product research, a staggering 85% of the New Yorkers claimed to have compared prices online prior to shopping in-store.

“Retailers in the UK are starting to face the same challenges as their US counterparts,” commented Paco Underhill, founder and CEO of research consultancy Envirosell. “In the 20th century, marketers and merchandisers determined what the consumer would buy. The growth of the Internet has meant that the consumer is now not only more empowered, but often three or four steps ahead.”

“In the last few years, consumers have drastically changed the way they shop,” added David Selinger, CEO of RichRelevance. “Multi-channel retailing is still in its infancy, but retailers need to ensure that they can accommodate complex customer behaviour no matter where customers interact with them – whether online, in store, via a mobile app or over a phone.”

The results of the research are available to e-commerce executives via the RichRelevance Respect the Shopper: Summer School programme, which provides an array of online content, including white papers, webinars and blogs addressing hot topics and tactics for retailers this summer. Research findings—as well as best practices—are covered in the company’s whitepaper, Harmonising the Multi-channel Experience, which can be accessed at: www.richrelevance.com/resources/summerschool.

About RichRelevance
RichRelevance is the leading provider of dynamic e-commerce personalisation for the world’s largest retailers, including Wal-Mart, Overstock.com and Sears. Founded and led by the e-commerce expert who pioneered personalisation R&D at Amazon.com, RichRelevance helps retailers increase revenues by powering relevant experiences throughout the customer lifecycle and across multiple sales channels. The company stands apart for its dedicated team of personalisation experts, integrated product suite, and award-winning personalisation engine, which enables twice as many consumer touchpoints as the industry average. RichRelevance is located in San Francisco, with offices in Seattle and London. For more information, please visit www.richrelevance.com.

About Envirosell
Founded by Paco Underhill, Envirosell is the premier consumer behavior research and consulting agency for commercial environments, integrating analysis of layout, merchandising, operations and multi-channel convergence. With a 25-year history conducting in-store research for major consumer product manufacturers, retailers, banks, restaurants and design agencies, Envirosell boasts a client list that includes almost half of the Fortune 50 list. To each project Envirosell brings internationally recognized experience and unmatched processing skills, understanding the dynamics of shopping behavior and the factors that impact the customer experience as well as the actual purchase decision. Envirosell is based in New York with offices in Tokyo, Milan, Moscow, Mexico City, São Paulo and New Delhi. For more information, please visit www.envirosell.com.

RichRelevance’s “Respect The Shopper: Summer School” Now In Session With New Lessons from Paco Underhill

New program features a host of timely content – webinars, white papers, briefs and blogs – designed to keep e-commerce execs on top of their game heading into the crucial fourth quarter and holiday season

San Francisco, CA – July 20, 2010 – RichRelevance®, the leading provider of dynamic e-commerce personalization for the world’s largest retailers, today announced that Respect The Shopper: Summer School is now in session for e-commerce executives. The exciting new program is designed to help execs keep their edge – even if they are enjoying the beach or on an extended holiday — with a timely array of content that addresses the topics and tactics that will make or break Holiday 2010. Summer School students get immediate access to webinars, white papers, briefs and a blog that will keep them on top of their game, including the first look at new cross-channel lessons from noted retail expert Paco Underhill, best-selling author of Why We Buy and the new sensation What Women Want. Scholarships are free to qualified students: downloads require just a simple registration here.

“Retailers today are in a state of chaos and confusion,” noted Underhill, founder and CEO of research consultancy, Envirosell. “In the 20th century, marketers and merchandisers were the ‘taste makers’ who determined what the consumer would buy. Now retailers are behind and the consumer is three or four steps ahead.” Respect the Shopper Summer School helps executives dispel the confusion and identify solutions to their most important challenges, in particular how to best engage and serve cross-channel customers who are using mobile devices, phones, the web, email, stores, and catalogs in ways that are most convenient to them.

Summer School kicks off with a deep dive into the topics that will make the biggest impact next quarter and beyond, and culminates in a series of bi-coastal Respect The Shopper Roundtable events this fall. Lessons immediately available to students include:

  • Lesson #1: Respect the Shopper: Harmonizing the Cross Channel Experience Featuring Paco Underhill & David Selinger: This 2-part webinar reunites Paco Underhill and David Selinger as they discuss how to harmonize the customer’s brand experience across channels, which involves much more than mimicking what occurs offline in the online environment.
  • Lesson #2: Respect The Shopper White Papers: This series presents new findings on today’s cross-channel shopper. Retailers need to not only accommodate the complex behaviors of this consumer, but to also provide dynamic, engaging experiences at whichever touchpoint the customer chooses to engage. Students receive two white papers: Harmonizing the Cross- Channel Experience and Cross-Channel Best Practices.

“In the last few years, consumers have dramatically changed the way they shop,” added David Selinger, CEO of RichRelevance. “While cross-channel retailing is still in its infancy, it is critical that retailers ensure that no matter where customers interact with them – whether online, in store, via a mobile app, or over the phone – they encounter a cohesive experience. The cross-channel experience will be a make- or-break for shoppers and retailers in Holiday 2010, and Summer School is the best way to prepare and succeed.”

About RichRelevance
RichRelevance is the leading provider of dynamic e-commerce personalization for the world’s largest retailers, including Wal-Mart, Overstock.com and Sears. Founded and led by the e-commerce expert who pioneered personalization R&D at Amazon.com, RichRelevance helps retailers increase revenues (over $1B in attributable sales since June 2008) by powering relevant experiences throughout the customer lifecycle and across multiple sales channels. The company stands apart for its dedicated team of personalization experts, integrated product suite, and award-winning personalization engine, which enables twice as many consumer touchpoints as the industry average. RichRelevance is located in San Francisco, with offices in Seattle and London. For more information, please visit www.richrelevance.com.

About Envirosell
Founded by Paco Underhill, Envirosell is the premier consumer behavior research and consulting agency for commercial environments, integrating analysis of layout, merchandising, operations and multi-channel convergence. With a 25-year history conducting in-store research for major consumer product manufacturers, retailers, banks, restaurants and design agencies, Envirosell boasts a client list that includes almost half of the Fortune 50 list. To each project Envirosell brings internationally recognized experience and unmatched processing skills, understanding the dynamics of shopping behavior and the factors that impact the customer experience as well as the actual purchase decision. Envirosell is based in New York with offices in Tokyo, Milan, Moscow, Mexico City, São Paulo and New Delhi. For more information, please visit www.envirosell.com.

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