ANN ARBOR, MI (July 8, 2003) ForeSee Results announced today that PhotoWorks, one of the leading online, direct mail and retail photo services nationwide, has engaged the company to measure and manage customer satisfaction on their website.
By employing a methodology used at the University of Michigan for the American Customer Satisfaction Index (ACSI), ForeSee Results captures statistically reliable data that is able to predict how incremental changes and enhancements to a retail website will impact future behaviors, such as the likelihood to purchase, recommend the site to a friend, or return to the site again.
“ForeSee Results offers us a proven analytical methodology that can help us influence the future buying behavior of our customers,” said Lori Koidahl, Director of IT for PhotoWorks. “We’re really looking to customer satisfaction input to guide and validate our web development initiatives.” PhotoWorks wants to understand why new users are coming to the site and why existing customers are using the site, as well as the role of customer satisfaction in driving repeat site visits and referrals.
“Our clients find that clickstream tools don’t tell the whole story,” said ForeSee Results President and CEO Larry Freed, an online customer satisfaction expert. “Increasingly, e-retailers don’t want to guess about the best way to improve their websites without consulting their customers directly. ForeSee Results’ technology shows online retailers specifically which areas of their website need improvement, from their customers’ perspective, not from an expert or third-party panel perspective. Moreover, because our process is built on the proven econometric ACSI methodology, we can tell e-retailers how much more likely people are to buy again as a result of making specific improvements to their website.”
PhotoWorks is using the ForeSee Results data as a tool to gain greater insight into the behavior of new users and existing customers to understand why they come to the site and how their site provides value; keys to increasing sales and return visits. They also plan to use ForeSee Results data for product development initiatives. PhotoWorks was the first company to offer online archiving and e-mail sharing services to traditional and digital camera users, both of which afford great potential for expansion through referrals of satisfied, loyal customers.
“With a strong tradition of innovation and commitment to customer satisfaction, PhotoWorks will continue to assume a leadership position in their industry as it continues to grow and evolve,” added Freed.
About ForeSee Results
ForeSee Results is the market leader in online customer satisfaction management and specializes in converting satisfaction data into user-driven web development strategies. Using the methodology of the American Customer Satisfaction Index (ACSI) developed at the University of Michigan, ForeSee Results has developed a model that scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors like likelihood to purchase, return to the site, or recommend the site to a friend. ForeSee Results, a privately held company co-founded by Compuware Corporation and CFI Group, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com. Their retail clients include ProFlowers.com, Border’s Books and Music, Bluefly, Tower Records, Iams, Danskin, Little Tikes, and Cabela’s, among others.
About PhotoWorks, Inc.
PhotoWorks, Inc. (OTCBB: FOTO) is a leading online, direct mail and retail photo services company dedicated to providing its customers with innovative ways to enjoy and use their photos. The PhotoWorks service provides both traditional and digital camera owners with the easiest way to store and organize photos online, share them with friends and family, and order reprints, photo albums and other gifts. PhotoWorks draws upon a unique dual heritage as a top-rated photofinisher with over twenty-four years of experience along with a tradition of innovation and leadership in digital and online photo services. For more information about PhotoWorks, visit www.photoworks.com.
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Sarah Allen for ForeSee Results