Kurt Peters , Executive Editor
TeaLeaf CX Provides Unprecedented Visibility into the Online Customer Experience
San Francisco, CA, January 9, 2007 - TeaLeaf, the leader in Customer Experience Management (CEM), today announced that Musician`s Friend is the latest online retailer to implement the TeaLeaf CX product suite. Musician`s Friend became the first new customer to deploy the full TeaLeaf CX suite after its introduction in May 2006. Musician`s Friend selected TeaLeaf CX to gain greater visibility into its customers` online shopping experiences, and to further enhance customer satisfaction. By gaining unprecedented visibility into every single user shopping session, Musician`s Friend has been able to swiftly detect obstacles that prevent customers from successfully using its e-business service, while taking the necessary corrective actions to quickly meet customer needs.
"Prior to the deployment of TeaLeaf CX, we had very limited insight into what our customers were experiencing on our site," said DJ Buell, vice president of IT, Musician`s Friend. "TeaLeaf provided us with the visibility we needed to quickly identify and correct online problems. In the first month following our deployment, we identified and immediately corrected a significant web application issue that would have resulted in over 200 lost carts per day. Without TeaLeaf, it would have taken us weeks to troubleshoot."
Musician`s Friend is the online arm of Guitar Center, the leading supplier of musical instruments and accessories with 157 retail locations. Ranked as number 50 in Internet Retailer`s Top 500 Guide for 2006, Musician`s Friend offers over 36,000 products on its website and in its mail order catalogs, ranging from electric guitars to keyboard stands to music books. As one of the largest catalog and Internet retailers of musical instruments, it prides itself on its money-back satisfaction, informed sales staff - every sales person is a musician - and commitment to quality customer service.
With TeaLeaf CX, Musician`s Friend can immediately detect any online issues that may occur as customers are transacting on its website by capturing all customer interactions - the browser-level experience. In addition, because TeaLeaf CX can track everything that occurs within a customer session, Musician`s Friend can pinpoint trends and anomalies in customer actions or application failure in real-time. TeaLeaf CX also enables Musician`s Friend to validate customer actions against expected outcomes to optimize business performance of key business processes and immediately quantify the impact of any issue to the bottom line.
"Providing an exceptional customer experience has become a key differentiator for leading online companies like Musician`s Friend," said Geoff Galat, vice president of marketing and product strategy, TeaLeaf. "With TeaLeaf CX, Musician`s Friend can ensure that it delivers the kind of customer experience that drives revenue, improves buyer loyalty and motivates customers to enthusiastically recommend the Musician`s Friend.com site to others."
About Guitar Center
Guitar Center is the nation`s leading retailer of guitars, amplifiers, percussion instruments, keyboards, live-sound/DJ and recording equipment. We presently operate 157 Guitar Center stores, with 124 stores in 50 major markets and 33 stores in secondary markets across the U.S. In addition, our Music & Arts division operates 79 retail locations and eight educational support centers specializing in band instruments for sale and rental, serving thousands of teachers, band directors, college professors and students. Guitar Center is also the largest direct response retailer of musical instruments in the U.S. through our wholly owned subsidiary, Musician`s Friend, Inc., and its catalog and web site, www.musiciansfriend.com. More information on Guitar Center can be found by visiting the Company`s web site at www.guitarcenter.com.
TeaLeaf is the leading provider of online customer experience management solutions. TeaLeaf`s CX family of solutions provides unprecedented enterprise-wide visibility into every user`s unique online interactions. This "360-degree view" of the online customer experience enables a clear and consistent understanding of the customer for Ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, TeaLeaf is headquartered in San Francisco, California, and is privately-held. For more information, visit www.tealeaf.com.
© Copyright 2007 TeaLeaf Technology, Inc. All rights reserved. TeaLeaf products and services mentioned herein are the registered or unregistered trademarks and service marks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.
TeaLeaf Technology: Geoff Galat
Schwartz Communications: Rebecca Geller