Tag Archives: Analytics

Common Measurement Mistakes: Volume 1

Common Measurement Mistakes include not using an accurate, precise, and reliable methodology

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 … Read More

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The Customer Experience Hunger Games

The Customer Experience Hunger Games

A year and a half ago I never would have thought of comparing the blockbuster movie and book, The Hunger Games, to customer satisfaction analytics. Who would? Well, while recently re-watching the movie, a silly thought squirmed its way into my head: what if all digital channel owners were more like Career tributes than the heroine, Katniss? Okay, so humor me for just a moment if you would. For those of you who are not as familiar with the movie or books, Tributes are those unlucky souls chosen through a lottery to represent their geological districts in a fight-to-the-death competition … Read More

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All Picture, No Sound

ForeSee Blog All Picture No Sound

Playing the guessing game when it comes to customer experiences can often lead to wrong answers or misleading information. However, that doesn’t stop people from doing it. The company leaders I talk to do it every day because they continue to analyze customer experiences using behavioral data alone. Measuring behavior alone is like watching TV on MUTE -it’s all picture and no sound. You can see the action, you can see the actors moving around, lips moving and arms flailing (if the show’s really good) but you can’t understand what’s going on, what the characters’ motives are, what’s happening now … Read More

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Always in Contention: Billy Beane Talks Predictive Analytics with ForeSee

ForeSee Predictive Analytics Billy Beane

Recently, ForeSee took part as a major sponsor in the Forrester Customer Experience Forum in Los Angeles. Afterward, we hosted an exclusive private dinner for clients and prospects at the Palm Restaurant where guests and ForeSee employees were treated to more than just a meal.  We had the opportunity to meet and mingle with our guest speaker, Billy Beane, the Oakland Athletics’ General Manager, and the subject of the bestseller Moneyball: The Art of Winning an Unfair Game and the major motion picture, Moneyball. During the dinner, Billy presented his inspirational story of how he and his management team developed … Read More

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Managing Forward: A Template, Stage 6

Managing Forward by ForeSee President and CEO Larry Freed

Testing is a critical aspect of managing the customer experience. ForeSee President and CEO Larry Freed explains more in his book, Managing Forward. Read More

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Managing Forward: A Template, Stage 5

Managing Forward by ForeSee President and CEO Larry Freed

This is part five of the ForeSee Blog’s Managing Forward series. Read the first part of the Managing Forward series here, part two here, part three here and part four here. In the fifth stage of the managing forward template found in my book, Managing Forward: How to Move from Measuring the Past to Managing the Future, I talk about the importance of benchmarking in today’s ultra-competitive market. Stage Five:  Benchmark Broadly Competition does not exist solely in your category or industry.  Businesses compete for a share of wallet against all purchases.  Benchmarking performance against competitors is important, but so … Read More

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Managing Forward: A Template, Stage 4

Managing Forward by ForeSee President and CEO Larry Freed

In my book, Managing Forward, I use a template to outline specific ways to help you determine and implement smart business strategies based on better knowledge of your company and your customers. The fourth part of this series is about making the changes that matter most to your customers. Read the first part of the Managing Forward series here, part two here, and part three here. Stage Four: Make the Changes that Matter Most to Your Customers Identifying what to change (see last post) is only the first step.  Making changes that actually improve customer satisfaction is an all-important but … Read More

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Managing Forward: A Template, Stage 3

Managing Forward by ForeSee President and CEO Larry Freed

Stage 3 of Managing Forward: A Template, as discussed in my book, Managing Forward, focuses on using customer satisfaction analytics the help you set priorities that will give your company the best return on investment. Read the first part of the Managing Forward series here, and the second part here. Stage Three:  Set Priorities Based on Customer Satisfaction ROI Even among the best of the best, no company has unlimited resources.  Understanding the needs and expectations of your customers helps your business prioritize the allocation of limited resources. The key to winning in the ultra-competitive business landscape we all face … Read More

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Managing Forward: A Template, Stage 2

Managing Forward by ForeSee President and CEO Larry Freed

Stage 2 of Managing Forward: A Template from my book, Managing Forward, identifies the characteristics of an intelligent measurement technology and the results you can achieve by harnessing the power of customer satisfaction analytics. If you didn’t read Stage 1 on identifying objectives and determining the role of each channel within the organization yet, check it out here. Stage Two:  Measure Intelligently Once again I have to start by saying: you cannot manage what you do not measure.  The core activity in this stage is to establish and implement tools and methodologies that generate credible, reliable, accurate, precise, predictive, and … Read More

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Managing Forward: A Template, Stage 1

Managing Forward by ForeSee President and CEO Larry Freed

How do you measure success?  Was success yesterday?  Is success today?  Is success what happens tomorrow? Real success is certainly a combination of all three, but in reality you are only as good as tomorrow.  That’s why it’s so important to measure the customer experience – it gives you that glimpse of tomorrow. Traditional (behavioral) measures show us the past while customer satisfaction tells us what consumers are likely to do in the future. To get the most complete picture of how your company is doing, you must continuously capture the voice of customer and measure customer satisfaction so to … Read More

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