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Category Archives: Larry Freed
Common Measurement Mistakes: Volume 2
Welcome back. In this ForeSee Blog series, I’ve been talking about some common measurement mistakes we see across the industry. You can read Volume 1 here, and I also recommend reading some previous posts such as Confusing Causation and Correlation and Confusing Measurement with Feedback, which are also common mishaps when measuring the customer experience. Below are a few more: Common Measurement Mistake: Forgetting the Real Experts are Your Customers Experts, like usability groups, have their place. But who knows customer intentions, customer needs, and customer attitudes better than actual customers? When you really want to know, go to the … Continue reading
Highly Satisfied B2B Customers More Likely to Recommend, Use Again
There are many, many differences between B2Bs and B2Cs. But if you look closely you will see many commonalities as well. For one thing, online customer satisfaction plays a key role in one just as much as it does in the other. The benchmark we released today reflects more than 15,500 surveys collected just in the month of May for 33 B2B sites large and small (such as Cummins, Eaton, Emerson Network Power, Gale-Cengage, HNI Enterprise, MSC Industrial Supply, Praxair, ProQuest, and Scholastic). Here’s what we found. Based on likelihood scores, highly-satisfied B2B website customers report being: 67% more likely … Continue reading
Ann Arbor Relay for Life
After wrapping up one exciting event, our annual Summit, we move onto many more including one of my favorite – the American Cancer Society’s Relay for Life. This year will mark ForeSee’s third year participating in the local Ann Arbor event, and my family and I have been supporting it for many years prior to our involvement as a company. For those of you who are not familiar with Relay For Life, it is a life-changing event that gives people and communities around the world a chance to celebrate the lives of people who have battled cancer, remember loved ones lost, … Continue reading
Missing Out on the Summit
Leaving a few weeks for the dust to settle from the very active and very fulfilling ForeSee Summit last month, I’ve had chance to look back and realize what a tremendous event it really was for a variety of reasons. As much as it is an event for our customers, seeing the Summit unfold is really a milestone for our company. We see that yet another year has passed, and we see the success and growth of not only ForeSee but also the growth of the data and how analytics are used in organizations. The thing I probably noticed the … Continue reading
Posted by Larry Freed
Tagged Events, ForeSee News, ForeSee Solutions, ForeSee Summit
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Common Measurement Mistakes: Volume 1
We all need a methodology. But simply having a methodology does not guarantee success. What is a methodology? A methodology is often just a system of measurements accompanied by an acronym. Nowhere is it said a methodology must to be accurate, precise or reliable. There are “methodologies” on the market today with margin of error rates in the double digits, but I have no doubt the people using them still have confidence in those methodologies. A truly useful methodology is accurate, precise, and reliable. Otherwise the methodology is garbage in, garbage out. Inaccurate and imprecise methodologies lead to poor decisions … Continue reading
ForeSee’s Financial Services Benchmark
With a background in the financial services industry, I’m always curious to see how it fares in customer satisfaction. Today, ForeSee released its annual Financial Services Benchmark that reports the aggregate online satisfaction for the industry as well as individual segments such as credit unions, banks, lending institutions, investment banks and miscellaneous financially-focused organizations (such as financial media sites). On average, customer satisfaction with financial services websites is a 72 out of a 100. Not bad. But considering, by our standards, scores of 80 or higher are considered “highly satisfied” and scores of 69 or lower are considered to be … Continue reading
2013 ForeSee Summit Highlights: Part 3
When I last left you, we were getting ready for the ForeSee Homecoming Dinner at the Jack Roth Stadium Club. It’s not too often that you have a chance to rub elbows with tone of the greatest and most revered coaches in college football. Dinner attendees had just that opportunity when Lloyd Carr – the third most winning coach for the University of Michigan, and the last one to win a National Championship – talked about his coaching days and most importantly leadership. What a great way to start a great night. But that wasn’t enough…there was more. A lot … Continue reading
Posted by Larry Freed
Tagged Customer Experience Analytics, ForeSee News, ForeSee Summit
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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
