1-800 BIRTHDAY (US)
|
Reminder service by e-mail, post, telephone, plus personalised and customised gifts. | INSIDE 1to1 12 Feb 98
|
| ABT (US) | Customers looking for a car, complete a requirements form and then within 48 hours receive details of matching cars at wholesale prices from one of 1,100 affiliates. | |
| Allied Dunbar (UK) | On-line Life Insurance Quote. | |
| Amazon Books (1m books) (US) | Email notification of new books matching your profile. Against specific books it lists other books that have been purchased by customers purchasing the specific book. It also remembers your address and credit card no., allowing one-click ordering. Amazon has also purchased Junglee Corporation, a designer of on-line shopping software, and the Internet Movie Database. In April 1999 introduced on-line auctions. | INSIDE 1to1 8 Oct 98, 8 Apr 99 |
| Amazon Books (UK) | UK arm of the US on-line book company. See previous entry. | |
| American Airlines (US) | Personalised offers based on 31m AAdvantage customer database and 200 marketing rules. Links to SABRE reservation system for easy booking without repeating data. AAdvantage customers can participate in Internet auctions for last minute tickets. Uses BroadVision software. | INSIDE 1to1 25 Jun 98 |
| American Express Travel (Cruise Assist) (US) | Cruise Assist matches customers to their ideal holiday by asking a series of questions about individual preferences and priorities. | INSIDE 1to1 2 Apr 98 |
| American Express (UK) | Personalise offers based on purchase history and & geo-demo. data. | |
| American Finance and Investment, Inc. (US) | Via the Internet customers seeking a loan can talk to a Customer Service Rep. (CSR). CSR can then illustrate on the screen a personalise mortgage loan package reflecting the customer's own needs and credit rating. | INSIDE 1to1 18 Jun 98 |
| Ameritech (Privacy Manager service) (US) | Telephone service that screens calls. Known callers can be put through whilst others are asked to leave a message. When the customer reviews the messages, he/she can accept the call, reject it, or play a record message (this one is for telemarketers making cold calls). | INSIDE 1to1 22 Oct 98 |
| Barnes & Noble (US) - planned late 97
|
More intimate book buying by using intelligent agent technologies. |
|
| Barnes & Noble, Inc. (US) | Notification of new books based on those chosen by similar people. Uses FireFly s/w. | |
| Big Science Co. (US) | Provides artificial software that will respond to customer's plain English queries. Used by Cox Enterprises and RWD Enterprises. | INSIDE 1to1 30 Jul 98 |
| BizTravel.com (US) | Captures profile information so as to individually address each customer's priorities for price, scheduling, frequent flyer awards, preferred hotels and other factors. Uses personal preferences to recommend a customised itinerary. | INSIDE 1to1 16 Sep 98 |
| BMA (US) | Using data mining techniques linked to printing technology, this insurer is able to customise communications to customers. Result: a 4,200 direct-mail shot produced a 43% response. Uses s/w from IBM's Printing Systems Division. | INSIDE 1to1 11 Mar 99 |
| Britannia Building Society (UK) | Personalised letters based on customer disposition. | |
| Broadvision (One-to-One) (US) | Personalised web page and links - demo for BroadVision's One-to-One software. | |
| Butterfield & Robinson (US) | Offers over 60 bicycle and walking trips in 27 countries. Company collects detailed information (e.g... interests, dietary preferences, bicycle measurements) used to personalise the trips and enhance the traveller's experience. | INSIDE 1to1 5 Mar 97 |
| Canadian Imperial Bank of Commerce (Ca) | Applies sophisticated "scoring" processes to their entire customer base in order to determine both current and potential profitability on an individual basis. | INSIDE 1to1 16 Jul 98 |
| Carrollton Fire Department (US) | Provides counselling and practical assistance to fire and accident victims personalised to meet each person's needs. | INSIDE 1to1 28 Jan 99 |
| Cerner Corporation (Vitality) (US)
|
Software that allows individuals to maintain their own medical records and treatments that can then be monitored by the patient's doctor. | INSIDE 1to1 11 Jun 98
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| ClickOver Inc. (US) | Makers of ClickWise s/w to target ads according to personal profiles. | |
| CNN (US) | Individuals can create a personal profile that matches news interests with particular stories in 300 different news categories, 2,000 topics, and 20,000 stories per week. | INSIDE 1to1 6 May 98 |
| Coldwell Banker (Personal Retriever) (US) | From a personal profile of real estate requirements the system creates a personal portfolio of matching properties. It then e-mails the customer with a message that contains a hyperlink to the portfolio. | INSIDE 1to1 21 May 98 |
| CoolSavings (US) | Personalised money off coupons based on individual profiles. | INSIDE 1to1 16 Apr 98 |
| Crayon (US) | Create your own electronic newspaper. | |
| eBay (US) | Sellers can auction goods whilst buyers can search for specific types of goods. Once they have bided they can be notified when their bid is exceeded or alternatively they can set up an automatic bid profile. Seller decides how long the auction will run. Over 3m had signed up by April 1999. Software from NetMind Technologies lets users track any web-based information and be notified via email, pager, cell phone, palm-held computer, or the Web when the information changes. | The Independent, INSIDE 1to1 8 Apr 99, 20 May 99 |
| Eddie Bauer (US) | Captures customer information from both the web and through their retail outlets and then creates personalised marketing messages based on the individual as well as correlations in the shopping preferences of like-minded individuals. | INSIDE 1to1 24 Sep 98 |
| Executone (US) | A developer of voice and data communications systems. Sales force and distributors can access a central database of information that is tailored to their needs and customised with prices and offers for their particular channel or individual business. Uses Mainspan Channel Partner software from Webridge, Inc.. | INSIDE 1to1 27 May 99 |
| Federal Express (US) | Keep track of one's own parcel. |
| Fingerhut Corp. (US)
|
The company collects more than 3,000 data elements per customer. Calculates Life Time Value (LTV). Customers with high LTV get a personal service, special offers, and birthday reminders (complete with suggested gifts). Special offers can runs for just hours or even minutes. Fingerhut operates catalogues for 3rd parties. | INSIDE 1to1 19 Nov 98
|
| Firefly (US) | Notification of new CDs based on those chosen by similar people. | |
| First Union National Bank (US) | Handles personal address changes when moving. | INSIDE 1to1 18 Dec 97 |
| Ford Motor Co (US) | Interactive video + inference engine to select best model + e-mail to sales. | |
| Fortis Financial Services ("Digicenter") (NL) | Call Center will manage all digital contacts with the customer - including Web, kiosk, ATM, and direct mail. Information is shared so that customer's are addressed consistently whether the interaction takes place at a retail outlet, on the telephone, or on-line. The aim is to address the bank's 1.4 million profitable customers out of a total of 2.9 million clients. | INSIDE 1to1 15 Oct 98 |
| FreeSampleClub | Free samples offers based on personal profile & delivered in 5 days. | |
| Gap Inc | Virtual reality to see selected clothes displayed on a mannequin. Uses Shockwave. | INSIDE 1to1 11 Dec 97 |
| Gap Inc | Remembers shopping basket contents; friends address book and reminder service. | INSIDE 1to1 11 Dec 97 |
| General Motors (OnStar) (US, Canada, Germany & UK) | Concierge-type services to car driver. Control staff can contact drivers after receiving a signal the car has been in an accident, help lost drivers using the on-board satellite navigation system, and even unlock the door if the owner has lost his/her keys. OnStar centres are staffed by Centrobe staff. The system costs $1,300 plus monthly rental. | INSIDE 1to1 15 Jan 98, 18 Feb 99 |
| Godiva Chocolates (US) | Gift reminder service few days prior to date. |
| Government Computer Sales, Inc. (US)
|
Using Pivotal Software's "Relationship" customer management system it can customise offers and target customers selecting an appropriate medium based on customer value. | INSIDE 1to1 2 Jul 98
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| Great Plains Software (US) | Has created a "knowledge manager" position to develop the requirements from a customer knowledge standpoint and to co-ordinate and integrate the efforts of IT, operations and marketing. | INSIDE 1to1 16 Sep 98 |
| Greet St. | Birthday card reminders with suggestions based on previous purchases. | |
| GUS (Shoppers Universe) (UK) | Real-time auctions; Looking at customer. feedback in new products development. | |
| Hartness International (US) | Company makes case packing machines used on assembly lines. When a fault arises they used to send a technicians but that meant expensive down-time. By installing Picture Tel video cameras, technicians can provide a fast personal service, solving 80% of problems without sending out an engineer. | INSIDE 1to1 8 Oct 98 |
| HP's Shopping Village (US) | Web site sells HP's printer consumables. Customers can create their own web page recording what printers they own and then the page is automatically linked to the required consumables. Customers can sign up for free e-mail notifications of new products. Uses BroadVision's One-to-One suite software. | INSIDE 1to1 27 May 99 |
| I Love My Nanny Inc. (US) | The company places nannies throughout the US & Europe. Web visitors are asked to complete a short questionnaire. They then get access to a chat room, private advice from a childcare expert, and receive an on-line parenting newsletter. Using this information, telephone calls are personalised to address the individual needs of parents. Now 50 percent of I Love My Nanny's business comes via the Web. | INSIDE 1to1 24 Sep 98 |
| IBM (iSource) (US) | Personalised product info letters based on customer interest profile. | Through the Loop Jan 97 |
| Infoseek (US) | Ads targeted to segregated affinity groups using agent technology. | |
| Interactive Coupon Network and AT&T WorldNet Servi | Discount coupons. | Internet News |
| Interactive Features (US)
|
Enables you to generate free personalised stationery on-line. | INSIDE 1to1
|
| Interactive Investor (UK) | Keep track of personal investment portfolios. | |
| Kaiser Permanente (US) | This United States' largest Health Maintenance Organisation generates personalised letters from doctors to patients who are at risk from breast cancer asking them to have a check-up. | INSIDE 1to1 21 May 98 |
| Lands' End (US) | Clothing retailer lets women shoppers enter their personal dimensions. Then, using 3D s/w from Public Technologies Multimedia, customers can view garments on a model just their size. | INSIDE 1to1 17 Dec 98 |
| Liberty Life (LEAPS) (US) | Personalised web sites based on profiles plus promotion based on what customer views on web site. | INSIDE 1to1 22 Jan 98 |
| LifeMinders.com, Inc | Personal e-mail reminder service for all your life events plus personalised tips. Suppliers provide advertising and also reminders about local events (e.g.. when a chosen movie is in your area). Emails can be plain text or HTML. | INSIDE 1to1 10 Jun 99 |
| Loom (Activewear Online) | Provides distributors with comprehensive on-line product information that they can in-turn incorporate into their own brochures. | INSIDE 1to1 5 Feb 98 |
| Mitchells of Westport (US) | Personalised fashion advisor. Uses photo kiosks to record purchases of clothes of their top spending customers (20/80 rule). Then advises further purchases to match. | INSIDE 1to1 23 Jul 98 |
| Mitsubishi (US) | Using Sky Alland Marketing services, customer calls are captured and then passed to the local dealer for personal customer attention. | INSIDE 1to1 18 Jun 98 |
| Moore (NL) | Personalised product info based on telephone voice response. |
| Moore Graphic Services
|
Personalised travel itineraries delivered by post within 48 hours. | INSIDE 1to1 31 Jul 97
|
| Moviefinder | Provides personal video & film recommend based on personal profile, feedback on films seen and other like-minded users. | INSIDE 1to1 9 Oct 97 |
| National Semiconductor (US) | Account managers can provide each client with private web content specific to their personal requirements. Examples are product specifications, contract pricing, project status and customer support information. Uses StoryServer3 software. | INSIDE 1to1 9 Jul 98 |
| NatWest Bank (Personal Option) (UK) | ATM customers can predefine their preferred options (language, amount to withdraw, whether to display account balance, etc..). When using the machine they simply press the "Personal Option" button. | INSIDE 1to1 3 Dec 98 |
| NetGrocer | Personalised grocery lists and offers based on dislikes & past purchases. | INSIDE 1to1 13 Nov 97 |
| Netscape (Powerstart) (US) | Personalised web page and links. | |
| New York Times (US) | Ads targeted to Internet customers based on their personal profile. | |
| Nike (US) | Automated but personalised replies to e-mail enquiries. They use Millennium's EchoMail software, which analyses the e-mail content and then mixes and matches various replies. | INSIDE 1to1 19 Mar 98 |
| Northeast Utilities (US) | Personalised emergency voice response based on tel. CLI and IVR. | INSIDE 1to1 13 Nov 97 |
| Pathfinder (US) | Create your own electronic newspaper. |
| PC Flowers & Gifts (US)
|
Gift reminder service few days prior to date. |
|
| Picture Tel. (US) | Help web site uses Right Now Web 2.0 s/w from Right Now Technologies. System remembers customer answers to questions so that on return visits previous questions are not repeated and probable answers can be quickly given. | INSIDE 1to1 12 Nov 98 |
| Piper Jaffray (US) | Personalises Equity Capital Markets financial information for top executives, stock analysts and portfolio managers. Uses Onyx Software. | INSIDE 1to1 25 Jun 98 |
| Pointcast (US) | Customise news and ads etc.. sent continuously while on-line. | |
| Pontiac-GMC (US) | Customised magazine (Pontiac Driving Excitement and GMC Directions) based on owner's lifestyle profiles, their phase of ownership, the specific brand they drive, their region of the country, and their selling dealer. Over 22m versions. Survey and feedback cards from customers (50-100 cards per day / 18% response rate) are used to customise further issues.250,000 customers have responded over first year. | INSIDE 1to1 11 Dec 97 & 17 Dec 98 |
| Quote.com Inc. | Ads linked to user's Stock quotations. | |
| QVC (MyiQVC) (US) | Personalise shopping catalogue, style advisor and notification. | The Pool Jan 97 |
| Road Runner Sports (Shoe Dog) | Selects suitable trainer based on personal profile. Also Shoe Critic gives feedback from previous purchasers. | INSIDE 1to1 28 Jan 98 |
| Roberts Express Inc. (US) | Roberts is a specialised delivery company. Uses AT&T technology to identify telephone callers and route call to their personal representative. Then uses Qualcomm satellite communications to pinpoint the current location of the customer's shipment to within 300 yards. | INSIDE 1to1 18 Nov 98 |
| Royal Insurance Business Park (UK) | Personal briefcase of information to monitor. |
| RS Components (UK)
|
Web site provides a personal interface to their catalogue or over 100,000 products - ranging from electronic components to power tools to office equipment. Provides personalised recommendations, access to previous orders, ordering tracking, personal order templates for regular orders. Through regular use, customer's catalogues are customised and reduced to a more manageable size than the 6 part paper version. The result is more repeat orders. Uses BroadVision software. | IIR Conference, INSIDE 1to1 22 Oct 98
|
| Safeway (UK) | Personalised shopping list based on previous purchases using telephone or fax. | |
| Schwab (Schwab 500) (US) | Uses 1:1 relationship management software from Epiphany to support personal services to most active investors. | INSIDE 1to1 26 Mar 98 |
| Schwab (US) | By having a full picture of customer's interactions, from the call centre to the Web, Schwab is better able to personalise the communications it sends to them. Short, targeted communications are more likely to be read and acted on. Uses the E4 software from Epiphany. | INSIDE 1to1 28 Jan 99 |
| Sky Alland Marketing (Smart Talk) (US) | Smart Talk software "infuses" a calling script with relevant, personal customer data capture on a previous telephone call or by other means. Customers include Porche, Mitsubishi and Owens-Corning. | INSIDE 1to1 18 June 98 |
| SkyMall Inc | When customers call its Call Centre, the call-center operators are prompted to suggested personalised product offerings based on the caller's purchase history and other customers with similar profiles. The result is increased cross-sells and up-sells, often in excess of $60. SkyMall's web site will also be enhanced with a similar facility. Uses knowledge management software from Net Perceptions. This software won the 1999 MIT's Sloan School of Management award. | INSIDE 1to1 3 Jun 99 |
| Skyway (US) | Skyway is a logistics company that allows customers to track their own deliveries. | INSIDE 1to1 18 June 98 |
| Spector Photo Group (Be) | Personalised promotions based on particular buyers' habits gathered through point-of-sale terminals and plastic cards. | INSIDE 1to1 26 Mar 98 |
| Streamlined (US) | Personalised grocery list with reminder when stocks likely to be low by fax. phone and web. Provides refrigerated storage boxes with security locks. Uses eDialog s/w from Manna Network Technologies. Web visitors receive specific product information, reminding them of things that might be forgotten, as well as offering advice on how they might use products. | INSIDE 1to1 13 Nov 97, 9 Jul 98, 1 Oct 98 |
| Swissotel (US) | Worldwide hotel chain. Customer databases hold their personal preferences. Also identifies most valuable customers (MVC) (about 20%) and triggers special treatment (e.g.. upgrades, complimentary breakfasts and room guarantees). Hotels are graded based on the accuracy of the customer information provided. | INSIDE 1to1 7 Jan 99 |
| Tesco (Clubcard) (UK)
|
Personalised money off coupons based on prior purchases. | Through the Loop Market Loop 3
|
| Thomas Cook (UK) - Bus-Bus | Offers airlines, travel companies etc.. a customised travellers assistance service to their customers. Using Chordiant CCS S/w Thomas Cook's Call Centre handles travellers calls on behalf of the companies in 30 languages without hand-offs. | INSIDE 1to1 30 Jul 98 |
| Toronto Dominion (Ca) | Personalised risk assessment calculator. | Omega |
| TSB Bank (UK) | Bank account management. | |
| Turner Network Television (TNT) | Help web site uses Right Now Web 2.0 s/w from Right Now Technologies. System remembers customer answers to questions so that on return visits previous questions are not repeated and probable answers can be quickly given. | INSIDE 1to1 12 Nov 98 |
| USA Global Link (US) | Visitors to Global Link web site can click on a "Call Me" button, enter a message identifying their needs, and within minutes receive a telephone call from a representative. | INSIDE 1to1 11 Mar 99 |
| VerticalNet | Personalised adverts on vertical industry newsletters by e-mails. | INSIDE 1to1 6 Nov 97 |
| Virgin Net (UK) | UK ISP aiming to build a major Internet portal. Part of Richard Branson's Virgin Group. Uses BroadVision s/w to customise pages to users based on their profiles. | |
| Vivitar | Help web site uses Right Now Web 2.0 s/w from Right Now Technologies. System remembers customer answers to questions so that on return visits previous questions are not repeated and probable answers can be quickly given. | INSIDE 1to1 12 Nov 98 |
| Vodac (SA) | Mobile phone operator allows customers to create personalised directory of 100 names within different groups that can then be sent messages en-mass. Bills can be customised and presented in different formats (e.g.. Excel s/s). Billing information is accessible 24 hours a day via a secure Web site. | INSIDE 1to1 17 Dec 98 |
| Wachovia Bank (US?)
|
Applies sophisticated "scoring" processes to their entire customer base in order to determine both current and potential profitability on an individual basis. | INSIDE 1to1 16 Jul 98
|
| Wit Capital (US) | Customers can define financial events (e.g.. share price threshold) and then be notified if that event occurs. Customers also choose the form of communication: e-mail, telephone, pager, fax, web or wireless. Uses s/w from Diffusion Inc.. | INSIDE 1to1 18 Mar 99 |
| Zoots (US) | A dry cleaners that remembers customers preferences. Customers use personally bar code bags so they can drop off garments quickly and out of hours. If required they can pick them up from a locker. Preferences include folded or hanging, starched or not, credit card number. Using Zoot's web site, customers can monitor the progress of their order and receive an e-mail when their garments are ready. | INSIDE 1to1 20 May 99 |
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