Next Selects Tealeaf To Improve Customer Experience
Tealeaf CX Suite provides Next with insight into online visitor behaviour
London, UK, August 12, 2008 - Tealeaf®, the leader in Customer Experience Management (CEM), today announced that Next, one of the UK's leading fashion retailers, has selected the Tealeaf CX Suite to help enhance the online experience of visitors to its ecommerce website, www.next.co.uk. Tealeaf gives Next complete visibility into how customers behave and interact online, allowing the company to use this insight to optimise its website and maximise internet sales.
Next has the largest market share of the online UK clothing and accessories market. Tealeaf effectively tracks and records the journey of each and every visitor to a website, enabling Next to quickly find, validate and quantify any issues that might be impeding customers. Next can then use this information to improve the online experience and make it easier for customers to transact.
"The online retail market is fiercely competitive. Consumers expect to be able to shop quickly and easily. Even minor glitches in this process will lead customers to abandon their trolleys and go elsewhere," said John Lillie, UK Country Manager for Tealeaf. "To maintain its leadership position, Next has recognised the importance of enhancing the experience of every online visitor and providing them with the same superior level of service as they would expect in-store or through Next Directory."
A 2007 survey by Harris Interactive revealed the scale of the problem with 9 out of 10 UK consumers saying they had experienced an issue with an online transaction. The business impact of these site obstacles can be massively detrimental to a business, with 37% of users who experience issues permanently switching to a competitor or abandoning the transaction entirely.
Using Tealeaf, Next understands what is happening at every stage of the customer journey — from products viewed, to the enquiries sent to agents. This enterprise-wide 'view' of the customer enables Next to make more informed business decisions across a number of different departments including e-commerce, marketing, customer care, order reconciliation, fraud and IT.
About Tealeaf
Tealeaf provides online customer experience management solutions and is the unchallenged leader in customer behavior analysis. Tealeaf's CEM solutions include both a customer behavior analysis suite and customer service optimization suite. For organizations that are making customer experience a top priority, these solutions provide unprecedented enterprise-wide visibility into every visitor's unique online interactions for ongoing analysis and web site optimization. Online executive stakeholders from ebusiness and IT to customer service and compliance are leveraging Tealeaf to build a customer experience management competency across the organization. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately held. For more information, visit www.tealeaf.com.
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© Copyright 2008 TeaLeaf Technology, Inc. All rights reserved. Tealeaf and Tealeaf Technology are registered trademarks of TeaLeaf Technology, Inc. in the United States and other countries. The Tealeaf word and design mark, VIA, Visibility.Insight.Answers, Tealeaf CX, Tealeaf cxView, Tealeaf cxImpact, Tealeaf cxReveal, Tealeaf cxVerify and Tealeaf cxConnect are all trademarks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.
Press Contacts:
Tealeaf Technology: Shoshana Deutschkron
+1 415.932.5009
shoshanad@tealeaf.com
Wildfire PR: Danny Whatmough/Kate Solomon
+44 (0) 20 8339 4420
dannyw@wildfirepr.co.uk
kates@wildfirepr.co.uk
