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Category Archives: Larry Freed
2013 ForeSee Summit Highlights: Part 2
There’s no question that we live in a new era ruled by the customer – an era that is multi-channel and multi-device, requiring multiple measures in order to get a better understanding of customer experience. And there’s nothing we can really do but embrace it. After refueling at lunch it was back to business at the 7th Annual ForeSee Summit where we tackled the challenges of living in today’s multi-channel world by Connecting the Dots: Combining Multiple Measures to Complete the Customer Picture in a panel discussion led by ForeSee’s Eric Feinberg, senior director mobile, media, and entertainment. During the … Continue reading
Posted by Larry Freed
Tagged Customer Experience Analytics, ForeSee News, ForeSee Summit
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2013 ForeSee Summit Highlights: Part 1
Representatives from more than 100 of the top companies and organizations worldwide descended upon the University of Michigan yesterday to take part in the 7th Annual ForeSee Summit at the esteemed Stephen M. Ross School of Business on the beautiful and historic Ann Arbor (ForeSee’s hometown) campus. This is by far one of my favorite times of the year. The Summit offers us at ForeSee and opportunity to celebrate our clients. Why? Because they get it. They really, really get it. They understand that the customer experience is more important right now than ever before and they’re taking the necessary … Continue reading
Posted by Larry Freed
Tagged Customer Experience Analytics, ForeSee News, ForeSee Summit
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ForeSee Summit Just Around the Corner
It’s coming up quick, but there’s still time to make plans and join us for the 2013 ForeSee Summit: Next Generation Customer Experience Analytics. We’re reaching a record high in attendance and we don’t want anyone to miss out. The value of attending the event is incredible – read this guest blog post by Josh Chapman, VP operations at Cars.com for more. And the value we get out of having our clients there is equally as valuable to us. The Summit is a great opportunity for business leaders to gain valuable customer experience strategies and tactics from their peers and … Continue reading
WoMI: The Next Generation of NPS
Download the free white paper, Net Promoter Score: The One Number You Need to Evolve There’s something to be said about the digital world we live in today and how it’s hurling change at us at the velocity of a Justin Verlander fast ball. Through the last decade we’ve seen incredible advances in technology that has led to the fierce evolution of the consumer and their constantly changing expectations, which has resulted in the need for more and better ways for companies to measure their experiences. For many organizations the Net Promoter Score (NPS) has been the extent to which … Continue reading
Posted by Larry Freed
Tagged Customer Satisfaction, ForeSee News, ForeSee Solutions, Word of Mouth
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Are You Listening to Your Most Important Customers?
We have a blog post up on the Harvard Business Review blog about the difference between measuring the customer experience and collecting feedback on the customer experience. Sometimes there is a misconception out there that if you’re asking customers to provide feedback through an opt-in mechanism, you are “measuring” the customer experience. But there are critical differences that can impact the validity of the conclusions you are drawing. We’d love for you to join the conversation over on the Harvard Business Review blog and add your thoughts in the comments section there. Does your company use feedback, measurement, or a … Continue reading
Posted by Larry Freed
Tagged Customer Experience Analytics, Customer Satisfaction, ForeSee News
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Mind Social Media – Don’t Mine It
Every once in a while we hear about how mining social media is the best new way to gain feedback. This Marketing Daily article with a sensational (not in a good way) headline, “Goodbye To Surveys For Companies That Mine Social,” by Karl Greenberg is a good example. In the article, social media research firm newBrandAnalytics says “surveys are defunct…companies get a 25% increase in online customer reviews on their social sites.” While there may be a bump in customer reviews due to social media, that doesn’t mean it’s time to throw everything else out the window. It’s time to … Continue reading
Posted by Larry Freed
Tagged Customer Experience Analytics, ForeSee Solutions, Social Media, Word of Mouth
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Combating the Michigan “Brain Drain:” Insights from the Governor’s Economic Summit
Here at ForeSee, we are fortunate to work with a host of the most influential and innovative brands around the world. Our continued growth is a clear reflection of just how important the customer experience is to organizations worldwide. However, with corporate headquarters in Ann Arbor, Michigan, we also recognize the importance of embracing our local community and doing our part to help students and young professionals in our region. Earlier this week, I had the privilege of attending the Governor’s Economic Summit, which brought together business, government and education leaders from around the state of Michigan to address some … Continue reading
Summit Time of Year
It must be that time of the year again that ForeSee employees start gearing up for the annual ForeSee Summit. You can always tell because the office is buzzing with excitement and everyone seems to be working a little bit harder to ensure the event is the best it can possible be. Every year the event gets bigger and better. And this year is no different. From May 21-23 the prestigious Stephan A. Ross School of Business, located on the beautiful University of Michigan campus, will again play host to the 2013 ForeSee Summit. What I love most about the … Continue reading
Customer Satisfaction with E-Commerce Continues to Rise
Download ForeSee’s annual ACSI Annual E-Commerce Report here. E-commerce continues to be one of the highest-scoring sectors in all of American Customer Satisfaction Index (ACSI). And as e-commerce in the United States continues to increase exponentially every year so does the competition between companies trying to capture their share of the market. And this is great for the consumer as competition often results in better prices, more innovation, and higher customer satisfaction. Customer satisfaction with the e-commerce sector climbs again in 2012, scoring 81.1 on ACSI’s 100-point scale from 80.1 in 2011. The e-commerce measure is comprised of three online … Continue reading
XOXO: How Retailers Are Showing the Love This Valentine’s Day
Last week, Multichannel Merchant ran an article I wrote regarding seven strategies retailers could use in the days leading up to Valentine’s Day. I know, I know…Valentine’s Day is today. However, the great thing about the strategies listed in the article and below is that they can be applied to a business strategy at any time during the year. So read on. And send us your feedback on how you might use these tactics in the year to come, or offer additional points that you don’t see here. 7 Ways Retailers are Saying “I Love You” This Valentine’s Day Multichannel … Continue reading
Posted by Larry Freed
Tagged Customer Satisfaction, Mobile, Multichannel, Online Shopping
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