Bluefly.com Selects Foresee Results for Online Customer Satisfaction Measurement
ANN ARBOR, MI (June3, 2003) - ForeSee Results today announced that they will be working to measure and manage online customer satisfaction feedback for Bluefly.com, a leading Internet retailer of designer brands at discount prices (www.bluefly.com ).
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 changes and enhancements to a retail website will impact future behaviors, such as the likelihood to purchase offline, recommend the site to a friend, or buy online again.
"We`re using ForeSee Results data in an effort to develop and prioritize our business strategy," said Ken Seiff, Bluefly.com CEO. "By using their empirical customer feedback, we believe we will be able to more effectively pinpoint opportunities to improve the customer experience."
"Our research and experience shows us that online retailers all struggle with the same issues: profitability, customer retention, conversion rates, and cross-channel optimization, to name a few," said ForeSee Results President and CEO Larry Freed, an online customer satisfaction expert. "But e-tailers don`t have to guess about how to deal with these key business objectives based on hits, clicks, or the advice of a web developer. Using the ACSI methodology, we can tell e-tailers specifically which areas of their website need improvement, and we can tell them how much more likely people are to buy again as a result of that improvement."
Bluefly.com is using the ForeSee Results data as a tool to focus on and increase customer satisfaction using actionable data to drive their strategic marketing and business decisions. The decade-long ACSI research shows that increased customer satisfaction has a direct impact on the bottom line.
"As an online company, we have more information about our customers than a traditional brick-and-mortar retailer," said Seiff. "Using the Foresee Results data in conjunction with other intelligence allows us to paint a more complete picture of what the Bluefly.com customer thinks and feels about Bluefly, and how likely he or she is to purchase again."
"There`s a reason that Bluefly.com continues to grow sales and expand its new customer base," said Freed, "They`ve made a real commitment to satisfying their customers by putting time, care, and resources into making sure their shoppers have a great online experience. We`re looking forward to giving Bluefly specific, actionable data showing how customer satisfaction levels are impacting their business so they can continue to exceed their customers` expectations."
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, Iams, Danskin, Little Tikes, and Cabela`s, among others.
About Bluefly, Inc.
Bluefly, Inc. (NASDAQ SmallCap: BFLY) operates the world`s first full service outlet store for designer fashion, offering products from more than 350 designers at discounts of up to 75% off. With 24/7 access, a 90-day money back guarantee, and technology that displays real-time inventory, Bluefly makes off-price shopping easy and convenient. Bluefly is headquartered at 42 West 39th Street in New York City, in the heart of the Fashion District. For more information, please call 212-944-8000 or visit www.bluefly.com .
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Contact:
ForeSee Results
Sarah Allen, 202/535-7800
sallen@kearnswest.com
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