Category Archives: The ForeSee Blog

How Nonprofits Can Increase Online Donations and Other Random Acts of Kindness

Increase Online Donations

by Kecia Brady, Marketing Representative, ForeSee In addition to being Presidents Day in the United States, it’s also Random Acts of Kindness Day. I like this quote from our first U.S. President, George Washington, which ties into the idea that it’s the little acts we do each day that add up to making a big difference: “The turning points of lives are not the great moments. The real crises are often concealed in occurrences so trivial in appearance that they pass unobserved.” The key word is unobserved. Each day, many people search for ways to make small but meaningful differences … Read More

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Announcing Answers Cloud Services: A Powerful Platform for our Clients

Answers and ForeSee

by David Karandish, CEO of Answers I’ve spent the past month working with the ForeSee and Answers executive teams on how best to enable ForeSee to meet the ever increasing needs of our clients. Through it all, we’ve been laser focused on ensuring that we provide the same high quality of service to current clients, while considering what additional products and resources would amplify our ability to help clients deliver on their business objectives. I’d like to announce a number of changes that will propel ForeSee to even greater levels of client reach and satisfaction. Effective immediately, we are restructuring … Read More

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Financial Institutions Need to Earn Customer Satisfaction with the Mobile Experience, Not Buy It

Financial Services Mobile Customer Experience

What does it cost to dominate mobile in banking these days? With consumer behavior shifting dramatically from branch networks to online and mobile channels, the stakes have never been higher for financial services organizations.  Brett King, in his book Bank 3.0, believes that banking will be primarily a mobile and online endeavor in as little as just two years. We know mobile is important to banks, but let’s get back to what it costs… Bank of America (BoA) apparently believes it costs a lot. BoA reduced the number of branches by 6% to 5,151 and grew their mobile user base … Read More

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Answers and ForeSee

Answers and ForeSee

by David Karandish, CEO of Answers Three weeks ago, Answers acquired ForeSee and this might have resulted in some head-scratching. What would a company like Answers, best known for the consumer Q&A community Answers.com, possibly want with a customer experience analytics company? For me, the answer is as simple as our shared mission: we want to satisfy the consumer. Answers.com, which appears regularly on comScore’s top 25 list of U.S. websites, has been fielding queries from millions of information-hungry consumers since 1999. But as much as we relish responding to everyday people like you and me, we also recognize that … Read More

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New FXI Sheds Light on Retail Customer Experience

The ForeSee Experience Index: 2013 U.S. Retail Edition

The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition Now Available Download the Report Welcome to a new era of ForeSee Reporting. Today we released the landmark ForeSee Experience Index (FXI): 2013 U.S. Retail Edition. Whereas the ForeSee E-Retail Satisfaction Index (U.S. Holiday Edition) that we’ve produced for the past eight years focus was mainly the Web experience, the FXI was developed with the multichannel, multi-device consumer in mind and for those retailers looking to better understand this generation of customers. Based on 67,600 surveys collected between November 29 and December 17, 2013 for the 100 biggest U.S. retailers as … Read More

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The Changing Front of Financial Services Companies

Financial Services Customer Experience

Financial Services is an industry that is experiencing rapid change with customers reducing their in-person interactions and shifting in large numbers towards digital interactions. The customer journey now takes place on multiple devices across multiple channels. Think about the shift in customer interaction from branch to ATM to web and now to mobile – with each advance in technology we continue to see each transition get shorter than the last.  Keeping this in mind firms need to be able to: Manage the integration between their legacy back-end systems and new customer digital touch points; Monitor emerging competitive threats like mobile … Read More

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Big Data + Bad Metrics = A Big Waste of Time

Big Data

We have a saying when it comes to big data: big data with bad metrics is a big waste of time. This “big data trap” can generate a false sense of confidence among company executives and leaders. Bad data is still bad data regardless of the volume collected, and the end result will only lead to bad decisions that will potentially create a negative impact on business. As a CEO, how can you steer your organization clear of this trap? Here are four factors to ensure your big data is good data: Capture the right data Many organizations tend to … Read More

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Why Amazon Ranks Number One in Customer Experience

ForeSee Customer Experienc Model Amazon

“The company that provides the best relationship with the customer will win — not through product, but through the best experience.” – Tesco chairman Sir Richard Broadbent “I would define Amazon by our big ideas, which are customer centricity – putting the customer at the center of everything we do – [and] invention.” – Amazon founder and CEO Jeff Bezos Broadbent and Bezos are just two of many c-level executives who are focusing more than ever on the customer experience, understanding the role it plays in the current and future success of their business. In today’s retail world companies are … Read More

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True Conversion Rate

True Conversion Rate | The ForeSee Blog

Conversion rate is one of the most commonly misused behavioral metrics, and focusing on an aggregate conversion rate can be misleading.  Your true conversion rate is the metric you should care about. True conversion is the number of visitors who came to your site intending to make a purchase who did in fact make that purchase. The same is true with the visitors who came to your site seeking support information. You want to know whether they were able to find the information they sought. True conversion starts with determining your business’s specific goals and only then moves to measuring … Read More

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Best Practices for Measuring the Omnichannel Customer Experience

ForeSee Omnichannel Customer Experience

Last week, we talked about the challenges of the omnichannel customer experience landscape. This time around we will talk about some of the best practices of measuring the omnichannel customer experience. The winners at omnichannel customer service will be those who start by measuring the customer experience and then utilize voice of customer data to help them define and (in the long run) refine their omnichannel strategies.  Many companies have started on this journey and not too many have yet completed it. We cannot manage what we don’t measure.  And we cannot improve what we are not measuring, because we … Read More

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