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Category Archives: Eric Feinberg
It’s Good! The Mobile Track at the ForeSee Summit
This is always an exciting time of year. We are again hosting hundreds of our clients in lovely springtime Ann Arbor for the ForeSee Summit. Our clients will take over the best darn college town in the world for a couple days of incredible content and amazing events. Yes, I might even attempt to kick another field goal at The Big House, the University of Michigan football stadium. Amidst the hullaballoo of the extracurricular activities, we are featuring some incredible mobile content. Since our mobile measurement delivers admirably on all three strategic, operational, and tactical fronts for our clients, we … Continue reading
News and Entertainment Mobile Sites and Apps Outperform Websites
With the release of ForeSee’s annual CME Benchmark last week, we learned that news and entertainment mobile sites and apps outperform the industry’s traditional (both ad-driven and subscription-based) websites with an average satisfaction of 73 compared to 66 (news sites) and 67 (entertainment sites). With a wide range of customer satisfaction scores from a low of 58 to a high of 85, some companies understand that customers want and expect their mobile experiences to be as seamless and convenient as they are on the desktop and, in turn, are delivering, while others are not. The important thing for all of … Continue reading
Customer Satisfaction Increases Loyalty for Entertainment and News Companies
In case you haven’t noticed, ForeSee measures customer satisfaction for some of the biggest companies on the planet. Among those are some of the most distinguished news and entertainment websites to hit the internet. Today ForeSee released its annual CME Benchmark , reporting customer satisfaction on the web and mobile for its content, media and entertainment industry clients. What we found is that News sites recorded an aggregate score of 66, while Entertainment websites notched a 67 in aggregate customer satisfaction. There appear to be several sites in each of these groups that perform well below their customers’ expectations, which … Continue reading
Ready for Takeoff: ForeSee Releases Mobile Satisfaction Index for Travel Industry
Download the ForeSee Mobile Satisfaction Index: Travel Edition now. Delivering a quality mobile experience matters now more than it ever has before to the travel industry. While all travel companies’ are not created equal, there is one constant that is found across the board: customer expectations keep rising. And mobile is a huge differentiator right now for these companies. There is no question that mobile technology makes it convenient for travelers to research and book travel plans. But, are they satisfied with the experiences companies provide through mobile sites and apps? The ForeSee Mobile Satisfaction Index: Travel Edition explores this … Continue reading
Rule of Thirds
The Rule of Thirds is a concept used in photography, film, painting, and even web design that divides the frame into equal parts to help compose a better picture. How does this apply to the mobile realm? Because by March 25, 2015, we will see digital traffic divided evenly across smartphones, tablets, and web. Yes, two years from today, this balancing act of which channels customers choose to engage with companies will reach its stasis. Mobile’s contextual availability is the accelerant here. As mobile adoption and online traffic continue to increase we will begin to see the encroachment of mobile … Continue reading
Context is King – Not Content
In mobile, Content is no longer king. Context is. Content is still royalty, but more the little prince or princess than the king or queen. Context reigns supreme because as mobile sites and tablet sites and apps are developed, context is hierarchically the top of the design pyramid. The equation for context is deceptively simple: Context = Location + Intent Merriam (Webster) tells us that context is “the interrelated conditions in which something exists or occurs.” Yes! In mobile especially, everything is interrelated. A mobile site or tablet site or app cannot exist without the business need it represents, and … Continue reading
Mobile Satisfaction Catching Up to Web in the UK
Click here to download the ForeSee Mobile Satisfaction Index (UK Edition 2012). Mobile is cementing itself into the causeways of everyday life and the momentum at which it is doing so is unparalleled, making it a force to be reckoned with in the retail world. So, to be blunt about it: company leaders who are not measuring the mobile customer experience are operating in the dark. It’s time to flip the switch and shed some light on a growing segment of customers who could otherwise be making purchases and recommending the company to friends and family members. With the release … Continue reading
Shining a Light on the Mobile Customer Experience
Download the report: The ForeSee Mobile Satisfaction Index, Holiday Retail Edition I have a toddler at home and to get up in the pitch black of the night without turning on the lights to check on him can be quite challenging sometimes. Maneuvering around toys (loud ones, squishy ones, ones with wheels, etc.) and furniture without the risk of injury (serious or otherwise) is definitely tricky. That’s how I feel about company leaders who are not measuring the mobile experiences they are offering their customers. By not doing so, they are simply stumbling around in the dark risking the chance … Continue reading
Are Executives Measuring the Right Thing?
First of all, there is no wrong thing to measure. Be it behavioral metrics, feedback, or customer experience analytics, they all have their place in strategic, tactical, and operational decision making. However, there is a hierarchy of importance based on desired results that needs to be established. And customer experience analytics reigns prime here regardless of which industry you are in or which touch point (web, mobile, social media, store, contact center, etc.) you are measuring. That is if you want a proven and predictive methodology that provides actionable insights derived from the customers’ perspective. When pulling together the data … Continue reading
ForeSee’s 2013 Mobile Predictions
2013. It’s here. Ah, the look and sound of it – 2-0-1-3! – makes me excited for those of us that benefit from being a part of our burgeoning mobile marketplace. If we’ve come this far in 2012, imagine what this year will bring. How much will mobile internet traffic grow? Will responsive design prevail? Will Apple maintain smartphone dominance? Will retailers find ways to embrace mobile usage in stores? Are native apps on the way out? Here are our eight 2013 mobile predictions: ForeSee Provides More and Deeper Thought Leadership Mobile Traffic Globally will Exceed 20% of all Internet … Continue reading
