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To: RegulatorCountry
What you describe Walmart as doing is scattershot and borderline damaging. I’m surprised.

I was surprised, also, but have now been getting emails after going to a WalMart for about a month. And they're suggestions are usually nothing I'm interested in.

They also track what someone views on their site, then send emails making suggestions based on what someone viewed during previous visits. Those are a little closer to something I might be interested in, but still of no practical use.

Another online vendor now sends out emails if I put something in a 'basket', but don't order it. They send out "Forgot Something" emails, but I didn't forget and put something in the basket to consider the next time I actually place an order.

I think many online vendors and search engine folks are beginning to overdo it and they'll probably begin to experience some backlash because there is just too much of it now and more is being added all the time.

27 posted on 10/21/2012 3:44:05 PM PDT by Will88
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To: Will88
Just because you can do it doesn't mean you should do it. These places would do well to join the DMA, educate their marketing departments in good direct marketing practice and take control of implementation decisions away from their IT departments.

These are very basic, intrusive and potentially offensive blunders. They're comparable to all the stupid "Dear (NAME) in (CITY/STATE) form letters that were mailed out by the millions when database-driven direct mail was in it's infancy fifty years ago. They "worked" in the early days, meaning that response metrics indicated a bump in sales when used, but over time they're going to discover that it's also horrible as far as customer retention.

The use of these tools should be subtle and unobtrusive. Overt use of certain types data retained and tracked internally for external customer contact is disturbing to the customer. Many websites actually seem more like store detectives following you around and going "AHA! Caught you! You picked that up and didn't buy it!" Would you leave the store mortified and never come back? Many would.

Think of large, old-line catalogs that have successfully managed to transition not just online but into retail themselves. They know better, they don't make such stupid newbie mistakes. Data should be used to delight, surprise and reward the customer and remain largely behind the scenes whenever possible, not trap them, shame them or berate them.

Salesmanship 101, really. It's obvious the things you describe aren't being implemented by anyone with a clue about that let alone even interacting with actual customers. They don't have to reinvent the wheel, here. Just admit they don't know everything and that schlocky junk mail people figured it out long ago, lol. A tough thing to do for the IT poobahs, apparently, because the stupidity continues.

They don't care so long as it all remains in their little IT fiefdom, I guess.

28 posted on 10/21/2012 5:51:07 PM PDT by RegulatorCountry
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