Communiqués17 septembre 2013
iPerceptions, Inc., the inventor of Active Research™, the evolution of Customer Experience Management and Digital Analytics, today announced that Blinds.com uses the iPerceptions Active Research™ Platform to engage with customers to better understand their needs, desires and frustrations with the shopping process.
By leveraging iPerceptions’ SaaS platform, Blinds.com has been able to improve supplier quality control, understand the features and market trends that really matter to customers, curate product selections, and reduce barriers to purchase by increasing consumer confidence about buying online. “Our entire business innovates based on the ongoing feedback we receive from our customers and community,” said Katie Laird, PR and Social Media of Blinds.com. “There’s no limit to how much a business can improve when you consistently ask the right questions and, most importantly, act on them. iPerceptions has been a trusted partner that we rely on to help us engage and learn from our customers on a daily basis.” The iPerceptions Active Research™ Platform engages customers in the ‘moment of truth’ to help Blinds.com gain insights about: Is the current website design and shopping flow enabling customers to complete their purchases in an efficient and enjoyable fashion?
Is the website providing the critical information, specifications & media that help a customer make a purchasing decision? Are the product pages and search results helpful to a potential consumer? If someone leaves the website without buying, why did this happen and what could we improve? “We’ve been able to act on the customer feedback that iPerceptions and other feedback channels offer us in really exciting ways,” said Laird. “For example, our research found that some consumers were worried about measuring the dimensions for custom blinds wrong and this stopped them from making a transaction. Based on this feedback, we created our SureFit™ Guarantee, which removed the fear about making a complex buying decision online – like custom window coverings – by promising to replace any mismeasured product at no charge to the customer. This is no longer a barrier to purchase for our customers!” Blinds.com collects customer feedback from every corner of the customer experience in order to get a clear picture of how they can improve products, processes and design to provide a fantastic customer interaction. The iPerceptions Active Research platform engages Blinds.com customers in the ‘moment of truth’ and then results are combined with contact center post-call surveys, post-purchase letters, product ratings and reviews, and social media monitoring data to get a holistic view of customer inputs.
Blinds.com, owned by Global Custom Commerce, is the world’s largest online window covering store, covering over a million windows a year since 1996. With a cutting edge online ordering system and ‘The Window Shopper’ augmented reality shopping iPhone app, Blinds.com makes ordering custom blinds, shades, shutters and draperies a no brainer with huge savings and selection. Blinds.com offers installation videos, award winning customer service and a SureFit Guarantee to make buying blinds online surprisingly easy and stress-free. Go online to Blinds.com to shop or call 1-800-505-1905 to speak to one of 100+ blinds experts.
iPerceptions, Inc. is the inventor of Active Research™, the evolution of Customer Experience Management and Digital Analytics. The company’s solutions are powered by the Active Research™ Platform, which addresses specific business objectives by capturing visitor perceptions in the ‘Moment of Truth’ using advanced engagement technologies and trusted research frameworks to drive actions in existing business processes. Founded in 1999, iPerceptions has more than 22,000 clients worldwide that trust iPerceptions for in-depth analysis of real visitors’ behavior. See how iPerceptions can improve the entire customer lifecycle and your bottom line today, visit www.iperceptions.com and www.iperceptions.com/blog.
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