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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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: WoMI Offers Actionable Insights for Cars.com

How Cars.com uses ForeSee's Word of Mouth Index (WoMI)

ForeSee’s Word-of-Mouth Index (WoMI) offers actionable insights for Cars.com. Since the company began utilizing WoMI, the data has proven, beyond a shadow of a doubt, that NPS was overstating their detractors. The company now uses WoMI exclusively to illustrate promoters and detractors, ultimately driving key strategic decisions such as the allocation of resources or increased investment. 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).   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 option for an effective in-house approach. In our call center, we allocated resources to … Read More

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Rewarding Analytics

ForeSee Satisfaction Analytics help you attract and retain loyal customers

In today’s world, it’s hard to recall the last time you made a purchase at a store location without being asked whether you were 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 … 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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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

Today we 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 to close the sale, or a last chance to influence a customer’s future loyalty to your company.  Therefore, it is critically important to the … Read More

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The Strategic and Tactical Value of Customer Experience Analytics

Customer Experience Analytics from ForeSee are both strategic and tactical

At ForeSee, we’re often asked about best practices for leveraging customer experience analytics.  The answer is simple – your approach must use the data both strategically as well as tactically. One of our favorite examples of this comes from a case study of one of our media/entertainment clients, PBS.  The main objective of their site was to increase viewer engagement with their television programming.  Their internal metrics showed that highly engaged visitors watched more video on the site, so they were looking into adding more video content and promoting it more prominently on the site.  But this approach was not … Read More

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