Tag Archives: E-Retail

Siteshowing: Defying the Norm…or Defining the New Norm

Siteshowing Bonobos Guide Shop

Every once in a while I come a across a situation where I can’t decide if it’s completely brilliant or utterly insane. Such is the case with Bonobos. With a pure play online clothing retailer such as Bonobos, the retailer runs the risk of having site visitors wishing they could try on the clothes before punching in their credit card number. Unable to do so, they find what they want on the retailer’s site, log off, and head to the closest department store (Macy’s, Neiman Marcus, Target, etc.) where they can discover similar styles (by other brands) to what they … Read More

Posted by Eric Head | Tagged , , | 1 Comment

Mobile App Review: SavingStar Grocery eCoupons

Saving Star Coupon App

This is the second in a series of blog posts evaluating the user experience of some of the top 10 shopping apps as rated by this June 2012 Nielsen study . The last post evaluated the Out of Milk Shopping List app for Android which allows users to organize products they need to purchase from the grocery store. Still evaluating shopping aids, let’s take a look at the SavingStar Grocery eCoupons app. Available to iPhone and Android users, this app helps customers take advantage of digital coupons at retailers whose loyalty card programs they use. A unique feature of this … Read More

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BANG! POW! BAM! SessionReplay Saves the Day

SessionReplay from ForeSee

We talk a lot about the Super Consumer around here, with their powerful voices, acute and refined hearing, cloning abilities, and unlimited knowledge. It’s all true – they’re out there and they mean business.  And, to top it off, they’re just a chiseled physique and a can of Shark Repellant away from a being considered real super heroes. Sometimes we forget to mention our own super capabilities, not to mention our understated charm and ability to help those in need. We at ForeSee are here to harness the powers of the Super Consumer for the good of all mankind. It’s … Read More

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Mirror, Mirror on the Wall

Once upon a time there was a beautiful website. It had cool buttons, pictures of pretty people, and things that did things. People visited and gazed upon these things and were amazed. But when these people tried to buy something and couldn’t they got restless, grabbed torches and pitchforks and rose as one! But then realized they didn’t want to ruin their new computers so they put the torches and pitchforks down and filled out a survey instead. It’s a tragic tale – one we’ve heard many times before in Beauty and the Beast, Snow White, and Shrek. The moral … Read More

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Communicating Product Availability by Channel, Part Three

Hello and welcome to the third of three posts examining how multichannel retailers can use their websites to support customers trying to complete common tasks such as researching and purchasing products across multiple channels. Part one provided some data emphasizing how critical it is to satisfy customers on your website due to its impact on their satisfaction in other channels. In particular, those who wish to use the website to determine what’s available in their local store will expect detailed information about inventory such as what’s currently in stock offline facilitated via Find In Store, a functionality explored in my part … Read More

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Communicating Product Availability by Channel, Part Two

This is the second of my three blog posts examining how multichannel retailers can use their websites to support customers trying to complete common tasks such as researching and purchasing products across multiple channels. ForeSee’s proven methodology and trusted technology precisely measure the incredible impact that customer satisfaction has on your company through every available channel. In part one, we shared some data illustrating the importance of satisfying customers who are using your website with the explicit intent to purchase or pick up an item at a local store location later on. These customers expect a seamless transition between browsing … Read More

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UK: Retail and Travel Websites Outperform Product Sites

One of the things our clients tend to really like is our benchmarks. Because we measure so many companies in so many categories, we can tell organizations how they compare to their peers, to best-in-class websites, etc. Here’s how the benchmarks work: ForeSee’s methodology calculates reliable and sensitive customer satisfaction scores for each company in a category, all on a 100-point scale. We then average all those scores. It’s quite an eye opener! Clients can compare their scores against a meaningful standard that represents their peers, while the confidentiality of the individual websites’ scores is protected. Here’s what we found… … Read More

Posted by Mansoor Malik | Tagged , , , | 1 Comment

Replicating an In-Store Experience Online

More than ever, shoppers are looking to the convenience of online shopping. For example,this past holiday season we saw in-store Black Friday sales rise a mere 7%, while Cyber Monday online sales jumped 20% (AP). Even so, shopping online carries some distinct disadvantages compared to the in-store experience, since customers cannot see the complete detail of products in person or interact with sales people.  While online shopping can’t entirely replicate the brick and mortar experience, here are five ways to help bring some of the benefits of in-store shopping to the online experience. 1.) Eye Catching Displays In-store: Featured collections … Read More

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The Importance of Measuring Satisfaction after Purchase and Fulfillment

There are many voices in the market calling 2012 the “Year of the Customer”.  At ForeSee, we see every year as the “Year of the Customer”.  It is our business to help organizations measure the voice of the customer, analyze the information, and identify the improvements that will have the biggest impact on business results. However, in a recent ForeSee study, between 8-40% of consumers reported they were not likely to purchase from a retailer again based mainly on their experience of a website purchase or fulfillment process with the company. The painful reality is this: when an experience does … Read More

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Communicating Product Availability by Channel, Part One

Welcome to the first of three blog posts examining how multi-channel retailers can use their websites to support customers trying to complete common tasks such as researching and purchasing products across multiple channels. Specifically, we’re going to take a look at some of the best emerging practices for communicating product availability by channel. In today’s retail environment, customers both understand and expect that retailers will provide products and services across a variety of channels including brick-and-mortar stores, traditional websites, mobile websites and applications, social media, call centers, and catalogs. To illustrate how important multi-channeling already is in the retail space, … Read More

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