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Category Archives: Kim Turner
When Just Having a Mobile Presence Isn’t Enough
We’ve been saying for years now that the mobile age is upon us. And with mobile usage evolving at such a fierce pace – mobile-connected devices set to outnumber people on Earth by the end of 2013 – I’d say there’s no denying it, leaving organizations really no choice but to try and appeal to smartphone and tablet users by offering dedicated mobile sites and apps. Whether companies are just dipping their big toe into the vast mobile waters or diving in head first, either way it’s a good thing. Because if they aren’t doing it now (even a little … Continue reading
Standing out in the Crowd: Loyalty Programs that Satisfy
Driven by consumer empowerment and ease of switching, we’ve seen a proliferation of loyalty and reward programs in recent years. Did you know that the first loyalty or reward program started way back in 1897 by S&H Green Stamps? That was nearly 90 years before American Airlines launched their frequent flyer program which was the first of the airline programs that we all know today. This opened the doors for other airlines and then hotels to follow suit. Since those early days, reward programs have been launched across a diverse set of industries. At ForeSee, we see evidence of this … Continue reading
The Importance of Measuring Satisfaction after Purchase and Fulfillment
There are many voices in the market calling 2012 the “Year of the Customer”. At ForeSee, we see every year as the “Year of the Customer”. It is our business to help organizations measure the voice of the customer, analyze the information, and identify the improvements that will have the biggest impact on business results. However, in a recent ForeSee study, between 8-40% of consumers reported they were not likely to purchase from a retailer again based mainly on their experience of a website purchase or fulfillment process with the company. The painful reality is this: when an experience does … Continue reading
