Tag Archives: Customer Experience Analytics

Common Measurement Mistakes: Volume 2

Posted on June 18, 2013 Leave a comment
common measurement mistakes

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 →

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Common Measurement Mistakes: Volume 1

Posted on June 4, 2013 1 Comment
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 … Continue reading →

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Using Data to Impact Usability Efforts

Posted on May 31, 2013 Leave a comment
ForeSee Usability Audit Review

Usability is an essential piece in the optimization of the customer experience puzzle. The ForeSee Usability Services group defines Usability as: The measure of how well an interface (web, mobile, app, etc.) supports visitors in the successful completion of the online goals with efficiency and effectiveness. Efficiency = How quickly can visitors get to the information they want? Effectiveness = How well are visitors able to complete intended tasks? The usability team conducts Usability Audit Reviews (UARs), which are heuristic inspections of websites as well as mobile sites and apps that help identify design problems and provide recommendations to remediate … Continue reading →

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2013 ForeSee Summit Highlights: Part 3

Posted on May 23, 2013 Leave a comment
homecoming dinner (2) (640x422)

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 →

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2013 ForeSee Summit Highlights: Part 2

Posted on May 22, 2013 Leave a comment
Missing the 2013 ForeSee Summit

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 →

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2013 ForeSee Summit Highlights: Part 1

Posted on May 22, 2013 Leave a comment
Missing the 2013 ForeSee Summit

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 →

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Contact Center: The Last Resort

Posted on May 9, 2013 Leave a comment

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 … Continue reading →

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Can Predictive Analytics Help Retailers Dodge a J.C. Penney-Style Debacle?

Posted on April 22, 2013 Leave a comment
Forbes article on ForeSee

Barbara Thau of Forbes Magazine has a column today about how ForeSee’s predictive analytics help retailers like Perry Ellis, NFLShop.com, and Hickory Farms improve the customer experience and, as a result, the bottom line. The three examples highlighted in this article are just a few of the hundreds of retailers we work with across channels and around the world. An excerpt from the article: . . . retailers are increasingly turning to ForeSee for its predictive analytics capabilities. The company conducts customer satisfaction surveys for retailers, the results of which are fed into ForeSee’s statistical engine to forecast what changes … Continue reading →

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Are You Listening to Your Most Important Customers?

Posted on April 17, 2013 Leave a comment
Larry Freed's article in the Harvard Business Review

We have a blog post up on the Harvard Business Review blog about the difference between measuring the customer experience and collecting feedback on the customer experience. Sometimes there is a misconception out there that if you’re asking customers to provide feedback through an opt-in mechanism, you are “measuring” the customer experience. But there are critical differences that can impact the validity of the conclusions you are drawing. We’d love for you to join the conversation over on the Harvard Business Review blog and add your thoughts in the comments section there. Does your company use feedback, measurement, or a … Continue reading →

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The Customer Experience Hunger Games

Posted on April 12, 2013 Leave a comment
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 … Continue reading →

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