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She Reads Customers' Minds

By: Ron LieberWed Dec 19, 2007 at 12:25 AM
Alissa Kozuh of Nordstrom.com tries to understand what customers are looking for by analyzing the words they type into the site's search engine -- all 45,000 of them.

Some people also hunted for "women's sexy lingerie." And one person even typed in "fredericksofhollywood.com." (No one, however, sought out sexy lingerie for men.)

Other people opted for a more conversational approach: "Very nice simple dress" showed up in the query logs. So did "special occasion skirt." A few customers were even in the hunt for things that were "ugly," though the search engine -- this is Nordstrom.com after all -- doesn't return any matches for that term. Others got even more specific. "Men's boat shirt" and "orange thong panties" both appeared multiple times.

Offering people a big blank space to fill in with the things they want most is like conducting a vast anthropology experiment, Kozuh says. "It is fascinating to look inside the minds of our customers." Given the power of contemporary database technology, can a matchmaking service be far behind?

From Issue 43 | January 2001

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