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Next, UK selects Tealeaf to improve customer experience
12
Aug '08
Tealeaf, the leader in Customer Experience Management (CEM), 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 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.

Tealeaf Technology Inc


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