FlowMonitor Unveils Customer Insight for Premium Lifestyle Brand LATHER

LOS ANGELES May 11, 2009 — FlowMonitor Inc. launches its unique customer satisfaction research approach with insight into the shopper base of personal-product brand LATHER.  

LATHER produces holistic, high-quality, premium-priced skin care products and sells them online at www.lather.com as well as at high-end retail outlets in New York, Los Angeles, Atlanta and Scottsdale, Arizona. 

FlowMonitor used online point-of-sale surveys paired with deep-dive phone and online interviews to discover what features and products LATHER users most enjoyed, glean information on the shopping experience and decipher ways in which the brand could better connect with its customers.  

"In the current economy, it's more important than ever to open a dialogue with shoppers and learn as much as possible how to align product offerings and services to those specific needs and desires," said Abraham Aoyama, president of FlowMonitor Inc. "In LATHER's case, our online survey revealed that LATHER's prices and shipping costs are often key purchase obstacles. That's important information, but it can mean different things. By actually talking to those same customers we came up with more contextual and meaningful insights for LATHER." 

Using specific customer commentary, FlowMonitor was able to offer LATHER specifics on how to combat its customers' specific shipping and pricing obstacles, such as implementing a reward-incentive program, offering free shipping on orders over a certain amount or more, considering creating larger "value-sized products", and offering sample-sized options to inspire increased interaction with new LATHER products. 

FlowMonitor used its online survey combined with live feedback methodology to compare LATHER shoppers' preferences to the way its customers interact with similarly priced brands. 

"Thanks to FlowMonitor, we learned exactly where we stand with our customer base," said Rob Hoyt president of LATHER. "We were able to quickly make decisions that we know will resonate with our online shoppers and have the benefit of real-world feedback that will help us in the future production of our goods. We're now exploring how best to implement a free shipping option based on FlowMonitor's research." 

FlowMonitor's approach to customer research is uniquely equipped to deliver quality, efficient insight into specific consumer behavior for any type of retailer. 

About FlowMonitor Inc.

FlowMonitor links the power and efficiency of Internet customer research with targeted, live customer feedback to create a cost-effective, turnkey methodology that allows retailers to open a dialogue with customers. FlowMonitor's traditional survey methods and creative qualitative techniques provide clients with contextual in-depth but ‘big picture' understanding of their customers.