Finish Line relies on Tealeaf to optimize its website
06 Apr '11
2 min read
Tealeaf, the leader in online customer experience management (CEM) software, today announced that Finish Line, a premium retailer of athletic footwear, apparel and accessories, is using Tealeaf to support its commitment to an elevated online customer experience. Tealeaf provides Finish Line with online visibility into its web storefront and captures and records user sessions, enabling Finish Line to identify and assess the business impact of website features as well as opportunities to improve the customer experience and company results.
Tealeaf's powerful customer experience technology helps global leaders optimize ebusiness by eliminating obstacles that block successful conversions or completion of business processes. Tealeaf's deep insight helps retailers answer the difficult questions that traditional web analytics and voice-of-customer solutions alone cannot, such as: "Why are conversion rates down?" "Why is business growth not over-achieving against market growth rates?" "Why can't we resolve more customer issues in our web call centers?"
"We strive to offer the best possible experience for our customers," said Finish Line senior vice president of E-Commerce Roger Underwood. "With Tealeaf, we are able to pinpoint existing opportunities to improve our website and anticipate what needs customers may have as we evolve. Tealeaf is a critical component of our customer experience strategy and has helped us remove obstacles on behalf of our customers so that they can complete their transactions quickly and without frustration."
According to data from the Department of Commerce, total e-commerce industry sales for 2010 were estimated at $165.4 billion, an increase of 14.8 percent from 2009, and total retail sales in 2010 increased 7.0 percent from 2009. Improved economic conditions can translate into huge gains for retailers who take steps early to make sure all customers can complete their transactions and maintain a positive experience throughout the process.
"As the economy continues to improve, consumer spending is on the upswing," said Geoff Galat, vice president of Worldwide Marketing for Tealeaf. "Online retailers must provide an exemplary customer experience to avoid being left in the dust by their competitors. By proactively identifying opportunities to continuously improve its site, Finish Line is advocating on behalf of its customers for a truly premium online experience."
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