Helzberg Diamonds Sharpens Online Customer Satisfaction with ForeSee Results

Kurt Peters

ANN ARBOR, MI (September 27, 2005) -- ForeSee Results has been retained by fine jewelry retailer Helzberg Diamonds to better understand and enhance customer satisfaction with the online experience at www.helzberg.com.

“Although we’ve been in the jewelry business since 1915, selling diamonds and other fine jewelry online is a relatively new initiative for us,” said Joyce Hrinya, Senior Vice President, Marketing and Customer Service for Helzberg. “One of our goals in working with ForeSee Results is to better understand how the web supports store sales…and vice-versa.”

Using the scientific methodology of the American Customer Satisfaction Index (ACSI), ForeSee Results quantifies the link between customer satisfaction and desired future behaviors, such as a customer’s likelihood to return to the site, recommend it to others or make an online or store-based purchase. Analysis using the ACSI methodology will show Helzberg Diamonds where enhancements to its website would have the greatest impact on customer satisfaction and behaviors tied to loyalty.

“The ACSI analysis has already provided some interesting findings regarding certain groups of site visitors that are more satisfied than others. This type of data will be invaluable in strengthening Helzberg’s online strategy,” said Hrinya.

“Helzberg Diamonds has a long tradition of quality jewelry and superior customer service. Building an online approach around the wants and needs of its customers will support Helzberg Diamonds’ future as a successful multi-channel retailer,” said Larry Freed, President and CEO of ForeSee Results.

About ForeSee Results
ForeSee Results is the market leader in online customer satisfaction management and converting satisfaction data into user-driven web development strategies. Using the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI), ForeSee Results scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors such as purchase, return site visits or referrals. Clients include Cabela’s, La Quinta, LEGO Shop at Home, Giant and Stop and Shop supermarkets among others. ForeSee Results, a privately held company, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com.

About Helzberg Diamonds

Helzberg Diamonds is a 90-year old national fine jewelry retailer and a subsidiary of Berkshire Hathaway. Based in North Kansas City, Missouri, the company operates over 260 retail stores in 36 states, and has a web store at www.helzberg.com. Company contact: Marvin Beasley, Chairman and CEO (816) 627-1203, hmbeasley@helzberg.com.

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American Customer Satisfaction Index, business finance, customer satisfaction, Larry Freed, marketing