Search engines and other e-retailers lose share as shoppers increasingly turn to Amazon for product searches, a Bloomreach survey finds.
Retailer works with ForeSee Results to measure consumer attitudes.
ANN ARBOR, MI Aug. 19, 2010 – ForeSee Results today announced that it is working with Eddie Bauer to measure customer satisfaction for the outdoor brand that offers signature outerwear, premium-quality clothing, accessories, and world-class mountaineering gear.
ForeSee Results will be measuring customer satisfaction across the company’s 370 stores in the United States and Canada, call centers, catalogs, and website.
“Our continued success relies on maintaining high customer satisfaction levels across all touch points, and we have to be able to measure satisfaction with all of those touch points in order to manage, maintain, and improve them,” said Ann Perinchief, Senior Vice President, Customer Experience and Legendary Service at Eddie Bauer. “ForeSee Results will help us understand how customers experience our brand across various channels and how their experiences affect sales, loyalty, recommendations and overall satisfaction."
ForeSee Results applies a proven, scientific methodology developed at the University of Michigan to Eddie Bauer’s online and offline marketplaces in order to measure satisfaction and identify areas of improvement with the greatest return on investment. ForeSee Results is able to understand the impact of satisfaction in one channel on behavior across channels, which helps Eddie Bauer get a more complete and actionable picture of the customer experience.
“The Eddie Bauer brand has been a pioneer in embracing the multichannel reality in which its customers operate, and it strives to provide an exceptional experience whether a customer chooses a store, a catalog, or the website,” said Larry Freed, President and CEO of ForeSee Results. “Managing the cross-channel customer experience in an integrated, actionable, predictive way is going to give Eddie Bauer a huge competitive advantage and build equity in their brand.”
About ForeSee Results
As the leader in customer satisfaction measurement, ForeSee Results captures and analyzes voice of customer data to help organizations increase loyalty, recommendations, and cross-channel marketing effectiveness. Using the methodology of the American Customer Satisfaction Index (ACSI), ForeSee Results identifies improvements across all channels and customer touch points that drive satisfaction. With over 50 million survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers unparalleled expertise in customer satisfaction measurement and management for hundreds of companies across the private and public sector, including retailers like ForeSee Results, a privately held company, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com. Connect with ForeSee Results at www.foreseeresults.com/blogs-community/.
About Eddie Bauer
Established in 1920 in Seattle, Washington, Eddie Bauer is a specialty retailer that sells sportswear, outerwear, gear and accessories for the active outdoor lifestyle. The Eddie Bauer brand is a nationally recognized brand that stands for high quality, innovation, style and exceptional customer service. Eddie Bauer products are available at approximately 370 stores throughout the United States and Canada, through catalog sales and online at eddiebauer.com.