Tag Archives: Case Stories

Tailoring the Customer Experience to Spanish Speakers in the U.S.

Tailoring the Customer Experience to Spanish Speakers

With cultural differences come differences in needs, wants and expectations, and it’s up to organizations that cater to large international groups to ensure they are providing the right experience to the right audience. An August 2013 study published by the Pew Research Center found that the number of Spanish speakers in the U.S. has grown rapidly in the last few years and continues to grow. According to an analysis of the 2011 American Community Survey, a record of 37.6 million people ages five years and older speak Spanish at home. In addition, Spanish is the most spoken non-English language in … Read More

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Customer Case Files: Diagnosing the Customer Experience

The ForeSee Blog Customer Experience Case Files

There has been a lot of news lately about our country’s healthcare system.  Regardless of the politics involved, one thing is clear: healthcare in this country is a complex business, and there are no signs that it is going to get any easier to navigate.   From finding the right provider, to trying to get an appointment in a reasonable time frame, to the insurance and billing process, it’s not always the most customer-friendly experience. However, hospitals and healthcare organizations are working hard to make it easier for patients.  Many are turning to ForeSee’s customer experience analytics to help them improve … Read More

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Upsell for Business Success

Upsell to Drive Business Success | The ForeSee Blog

Upselling is one of the key drivers of business success. Selling more to your existing customers is always a good strategy for engendering loyalty when done correctly. It can be in a B2B environment where a software company sells multiple products to their clients. It can be a shoe store that sells socks. It can be Apple, who has many of us convinced that we need the latest iPhone every time a new version is released. Now, it is simple to understand that we cannot sell more to our existing customers if they aren’t loyal. So customer loyalty is a … Read More

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Customer Case Files: Retailers Find Success Using Customer Experience Analytics

The ForeSee Blog Customer Experience Case Files

It’s hard to believe that the holiday shopping season is right around the corner.  And with it will be the barrage of advertising and promotions that retailers rely on to drive sales.  Given how critical the holidays are to the success of most retailers, it’s no wonder that so much is invested to try to acquire customers. But successful retailers also realize that delivering a great customer experience is every bit as critical as enticing them with promotions.  And nowadays that means ensuring that all facets of your organization are working well together to meet the customer’s needs and exceed … Read More

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Interview: Comparing NPS and WoMI from a Company’s Perspective

How Ideeli uses WoMI to improve NPS

The following is an interview with Jason Faria, Director of Customer Service at ideeli, about his experiences using both the Net Promoter Score (NPS) and the ForeSee Word of Mouth Index (WoMI). Read more in the upcoming book Innovating Analytics by Larry Freed, president and CEO, ForeSee. Ideeli has been using NPS to measure data on all of our call center and post-purchase experiences since August 2010. We decided to utilize NPS based on our executives’ use of Net Promoter at previous organizations. And since ideeli was a small startup at the time, NPS seemed like the easiest and quickest … Read More

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Rewarding Analytics

ForeSee Satisfaction Analytics help you attract and retain loyal customers

It’s hard to recall the last time I made a purchase at a store location without being asked whether I was a member of that company’s rewards program.  And more and more these days we are seeing an increased variety of companies across a number of industries, from restaurants, to retailers, and increasingly by financial institutions and credit cards, adopting rewards programs as a means to retain loyal customers. For credit cards in particular, reward programs have gone from a differentiator to a requirement for many consumers.  And at the same time, customer expectations for these rewards programs have risen … Read More

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Flying High on High Street with Great Customer Experience

ForeSee and House of Fraser win Retail Week Technology Award

As one of the most recognisable names on High Street, House of Fraser has been committed to providing customers with top-notch service and quality for over 160 years. Recently, the UK retailer was recognised for its customer experience efforts at the BT Retail Week Technology Awards in London that celebrated the industry’s achievements over the last year. During the event, House of Fraser and ForeSee were together named award winners for the Insight Solution of the Year – a category recognising the best uses of data and analytics in the retail industry. House of Fraser and ForeSee beat out many … Read More

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How I Learned (the Hard Way) How to Implement a Customer Feedback Program

Customer Feedback Program

The ForeSee Blog welcomes Guest Blogger Ashley Verrill, a CRM Analyst for Software Advice and Managing Editor for the Customer Service Investigator. A couple months ago, I reached out to ForeSee with a problem. I had just conducted an experiment I hoped would yield some useful customer feedback for three retail businesses that were helping me review a new technology for a report I was compiling. But after a month of running the test, our participants received hardly any feedback, and the data they did generate wasn’t very useful. Just as I was wrapping up the project, I ran across … Read More

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What the ForeSee Summit had “In Store” for Attendees

ForeSee Satisfatction Analytics for Store Measurement

With so much focus on the web and especially, as of late, mobile touch points, little attention is drawn to the store front. However, Stores remain a crucial part of the customer experience. And at this year’s ForeSee User Summit the Store Measurement Breakout session turned out to be standing-room-only.  The session featured two speakers who shared success stories of how they used customer experience analytics to provide both strategic and operational decision support in their store operations. I’ve decided to blind the case studies to protect the anonymity of our clients and their business objectives and strategies. Case Study … Read More

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Contact Center: The Last Resort

contact center customer satisfaction

Last week we released our annual ForeSee Contact Center Benchmark where we take an aggregate look at customer satisfaction with our clients’ contact centers. Today, I want to take a singular look at how predictive customer experience analytics can help a company make informative, strategic business decisions regarding their contact center. A theme that often emerges from our client data is that the contact center is often not the first stop in a customer’s journey to try to accomplish their task – rather, it’s often a last resort.  It is a last chance to solve a problem, a last chance … Read More

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