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A new range of premium photobook options launched by the UK and Europe’s number one photo sharing and personal publishing site, PhotoBox, have proven so popular that every 1 in 2 customers now opt for the upgrade.
Developed through a dedicated customer feedback program, customer services responses and the company’s presence at London’s popular Photo Month exhibition, PhotoBox’s latest customer inspired additions feature premium quality paper, matt lamination and a deluxe gift sleeve. The aim of the launch was to provide PhotoBox’s 8.5 million European customers – including 3 million UK based – with more choice and greater flexibility in creating truly personalised products suited to each individual’s specific needs.
Twelve weeks later and the company, which is part of customer service champion organisation The Consumer Forum which promotes the value of consumer-centric businesses, has witnessed an overwhelming response. 50 per cent of all customers now opt for at least two premium options per transaction.
Following its intensive customer engagement, premium quality paper was voted as the number one addition users would like to see go live. Moving from a 170gsm to a 230gsm weight was generated by a desire for thicker photo books that resemble retail photography books seen on high street shelves, without the need to add more photos and more pages. Thanks to this latest introduction, members can now enjoy photo books that are 35% thicker [1] and www.PhotoBox.co.uk has seen this addition as its top selling favorite to date.
The strong vote for the introduction of matt lamination followed the stand alone high gloss cover option. This feature now offers customers further aesthetic personalization and choice. This ethos also extended to the hugely popular gift sleeve. Used not only to protect customer’s treasured photo book keepsakes, it offers an added ‘gift’ finish perfect for birthdays, weddings or any other special occasion, and proved so popular that it sold out in a fortnight. All these elements come together to provide customers with an ‘elegant’ and more ‘professional’ finish, which were two key terms that arose during feedback sessions.
Mark Chapman, Managing Director at PhotoBox commented: “Customers are at the centre of our business. From amateur photographers producing prints and portfolios, to proud parents and grandparents choosing PhotoBox to help them cherish and share their special memories. Our aim is to let everyone share and print their photos in their own unique way, and our latest premium product range goes further towards allowing people to achieve this goal.”
He added: “Our customers are passionate about photos, and thanks to this they feel strongly about our service. They are vocal in sharing their thoughts and feelings and are the first to advise on how we can improve specific products. We’ve always prided ourselves on being pioneers in our field, and we see listening to our customers ideas as a core part of our continued success which sees us celebrating our 10th anniversary this year.”
[1] 35% thicker on a standard 26 page book
020 7087 4621 / jemima.wade@photobox.com
PhotoBox is the leading online photo printing and publishing service in the UK and Europe, pioneering online printing, storing, sharing, community and publishing services for digital photos, before extending its range to innovative products such as photo books, calendars, and greeting cards.
The company merged with Photoways, the leading French service, in April 2006 thereby creating the European market leader, which now boasts over 8.5 million members and nearly 200 million photo prints. The group is backed by leading Venture Capital firms Index Ventures, Highland Capital and HarbourVest. Stan Laurent, formerly Chief Operating Officer at AOL Europe, is President and CEO and Mark Chapman, co-founder of PhotoBox, is Managing Director of the UK business.
The Consumer Forum is a unique organisation, being the only membership organisation to represent innovative companies that strive for and embody excellence in the levels of customer service that they provide. It aims to promote the value of consumer-centric businesses via a concerted campaign aimed at customers, the Government, the media and other key influencers. Members include PhotoBox, LOVEFiLM, Ella’s Kitchen, King of Shaves, A Suit That Fits.com, Chemist Direct, Reading Room, Sharpham Park.
