Shutterfly 2009 Annual Report Download - page 9
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Value for Our Customers
Creating value for our customers is the basis for our success. Our tag line is “Tell Your Story,”
and we offer customers easy, convenient and
fun ways to tell their stories by:
We provide the following benefits to our customers:
Broad offering. We offer a wide variety of premium products to customers, including prints and photo-
based products that include,
but are not limited to, photo books, greeting cards, calendars, mugs, mouse pads, photo albums and scrapbooking products and
accessories. In addition, we provide a number of valuable tools and services, such as the ability to create personalized and secure
Share Sites for families and groups, to upload and edit photos online, share photos with friends and family and store an unlimited number
of photos on our system at no cost. With many creative options from which to choose, we enable customers to become engaged in the
Shutterfly experience and feel a sense of pride in their creations.
Exceptional quality and service.
We have built strong relationships with our customers who trust us to preserve and protect their
memories in a central storage repository. We enable customers to enhance, share and make projects with their photos at their convenience.
Our focus on ease of use, image quality, design selection, secure photo storage, high-quality products and first-
rate packaging has
established Shutterfly as a premium brand. Our customers have come to expect the best quality and service from us. This trust is
maintained by fast, consistent fulfillment times, responsive customer service and continuous innovation.
Customer-focused approach. The entire Shutterfly customer experience reflects our customer-
centered approach. Membership is
free and offers customers the ability to upload, edit, store and share an unlimited number of photos. Membership is not required to view
shared pictures, which can be viewed with a simple click. We conveniently mail orders to our customers’
homes or offices, directly to a
gift recipient or allow customers to pick up at local Target stores. We also offer a year-round direct-
mail greeting card service where
customers upload their electronic address books to Shutterfly and we mail their cards and party invitations on their behalf. We take special
care to focus on our customers’ requests for new features and functionality, products and services.
•
sharing and preserving memories for family, friends and themselves;
•
organizing all of their photos in a safe and easily accessible location;
•
maintaining emotional connections with friends and family, despite being time
-
constrained, through thoughtful and personal photo
-
based communications and gifts; and
•
achieving satisfaction and self
-
expression through creativity and telling stories through photos and personalized photo
-
based products
and services.
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