From quality-assurance techniques to call center staff training: the venerable cataloger’s customer-service strategies

By Gabrielle Mosquera and Donna Loyle

- My Personal Shopper: A search engine that can recommend product styles and colors based on the customer’s preferences. The system uses conjoint analysis, which is a series of questions, each with a mathematical formula behind it. The analysis totals the responses to these questions to determine whether the shopper prefers, for example, color instead of style.