Category Archives: Eric Feinberg

Digital Convergence in Customer Experience

Digital Convergence in Customer Experience

We are in the midst of a shift of how consumers use their mobile devices with retailers. The percentages of buyers and researchers are merging. It used to be that mobile consumers were primarily researchers. They still are, but the percentage of people with the intent to buy is increasing at an exciting rate. The ForeSee Experience Index (FXI): 2013 Retail Edition shows that 39% of people came to the retailer’s mobile site or app with the intention of making a purchase, compared to 36% in 2012 (a statistically significant increase), and 48% of people intended to research a product. … Read More

Posted by Eric Feinberg | Tagged , , | Leave a comment

Her & The Potentiality of Mobile

ForeSee Blog Her and the Potentiality of Mobile

I have been thinking about my year-end blog post for some time. Usually, I put together a summary of key mobile industry-themed posts from the year. But then I saw the movie Her, starring Joaquin Phoenix and Scarlett Johansson, on Saturday. I realized that what has happened in 2013 pales in comparison to what’s in store for us in 2014 and beyond. Her is relevant, prescient, interesting, layered and original. Beyond Spike Jonze’s exploration of human entanglement and his inexorable directorial search for connection is a massive exploration of our relationship with our mobile devices. And that’s what this blog … Read More

Posted by Eric Feinberg | Tagged , | 4 Comments

Omnichannel vs. Multichannel

Clearing Up the Confusion Between Omnichannel and Multichannel | ForeSee in Multichannel Merchant

Proudly published in MultichannelMerchant.com, we decided to go for it and take a crack at clearing up the confusion between Omnichannel and Multichannel. We hear these two terms used frequently – and often interchangeably – in the ecommerce world but in reality, they’re distinct things. Click through to and be prepared to see: 1.) Clear, Concise Definitions of Omnichannel & Multichannel 2.) Tips for Measuring and Creating a Superior Omnichannel Experience 3.) Tips for Measuring and Creating a Superior Multichannel Experience. When it comes to omnichannel vs. multichannel, it’s not an either/or proposition for brands – instead, it’s important to have strategies … Read More

Posted by Eric Feinberg, JJ Cramer | Tagged , | 2 Comments

ForeSee Mobile Update

ForeSee Mobile Update | Satisfaction Analytics for Mobile

Today, ForeSee announced significant momentum in mobile in 2013. Our mobile team and mobile solution have grown in size and matured in vision. I thought it was the right time to share with you some of what we’re up to: 60 New Mobile Clients: We are so pleased to announce that 60 new companies have recently started measuring and analyzing the mobile customer experience with ForeSee, including AARP, Ancestry.com, Anthem Insurance Companies, Bloomberg, CarMax, Dick’s Sporting Goods, Edible Arrangements, LG Electronics, New Balance, Sterling Jewelers and The Weather Channel, to name just a few. Many of these customers already use … Read More

Posted by Eric Feinberg | Tagged , | Leave a comment

Why Satisfaction Matters for Media and Entertainment Mobile Sites

Why Satisfaction Matters in Mobile | App store ratings vs. satisfaction scores

Satisfaction matters because it determines what consumers will do next. Satisfied customers are more likely to engage with the brand in any channel, more likely to engage with advertisers, more likely to recommend companies to family members, friends, and colleagues, and have greater loyalty–all key factors in growing a business. For the ForeSee Mobile Satisfaction Index: Media and Entertainment Edition (2013) report we put ForeSee’s predictive customer experience analytics to work and compared less satisfied visitors (with mobile satisfaction scores of 69 or less) to highly satisfied visitors (with satisfaction scores of 80 or higher) to see how much more … Read More

Posted by Eric Feinberg | Tagged , , | Leave a comment

Ad-ventures in Media and Entertainment Mobile Experiences

Elements of the Mobile Custoemr Experience

Are advertisements on mobile sites and apps a necessary evil? Or, are they just plain necessary? Many of the companies measured in the ForeSee Mobile Satisfaction Index Media and Entertainment Edition (2013), released last week, are beholden to the advertising world for revenue, and we hear a lot about how important it is to serve the advertiser. Of course, some services are subscription-based while others are subsidized. Regardless of the business model, these companies need to keep in mind that their greatest responsibility is to their customers. Without them–and without providing satisfying mobile experiences–there will be no need for advertisers. … Read More

Posted by Eric Feinberg | Tagged , , | Leave a comment

Stream On: The ForeSee Mobile Satisfaction Index (Media and Entertainment Edition)

Mobile Satisfaction Media Entertainment Featured

Smartphones and tablets are transforming the way people digest news, follow sports, and watch TV and movies. People are essentially walking around with a global newsroom, a sports arena, widescreen HD television, and movie theater in their pocket or handbag. With the release of the ForeSee Mobile Satisfaction Index (Media and Entertainment Edition) today, we see that overall satisfaction with media and entertainment mobile site and app experiences is 77 on the study’s 100-point scale, with individual measured experiences ranging from 73 to 80. The vigorous pace at which mobile use is growing provides both an obstacle and an opportunity … Read More

Posted by Eric Feinberg | Tagged , | 1 Comment

Banking on Mobile

Banking on Mobile

Like most consumers in most industries today, banking consumers are becoming more and more mobile. A March 2013 study from Juniper Research indicated that mobile banking users will exceed 1 billion (yes, that’s with a “B”), representing 15% of global mobile handset users, by 2017. And to make even more interesting, the UK research company also stated that around 19% (about 200 million) will turn to tablet use – which should be considered an entirely different experience from traditional (smartphone) mobile – for their banking transactions by 2017. This shift to mobile brings higher expectations for more convenient and easily … Read More

Posted by Eric Feinberg | Tagged , , | Leave a comment

It’s Good! The Mobile Track at the ForeSee Summit

2013 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 … Read More

Posted by Eric Feinberg | Tagged , , , | Leave a comment

News and Entertainment Mobile Sites and Apps Outperform Websites

News and Entertainment Mobile Sites and Apps Outperform Traditional Web

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 … Read More

Posted by Eric Feinberg | Tagged , | Leave a comment