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2013 ForeSee Summit Highlights: Part 2
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
Posted by Larry Freed
Tagged Customer Experience Analytics, ForeSee News, ForeSee Summit
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2013 ForeSee Summit Highlights: Part 1
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
Posted by Larry Freed
Tagged Customer Experience Analytics, ForeSee News, ForeSee Summit
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ForeSee Summit Just Around the Corner
It’s coming up quick, but there’s still time to make plans and join us for the 2013 ForeSee Summit: Next Generation Customer Experience Analytics. We’re reaching a record high in attendance and we don’t want anyone to miss out. The value of attending the event is incredible – read this guest blog post by Josh Chapman, VP operations at Cars.com for more. And the value we get out of having our clients there is equally as valuable to us. The Summit is a great opportunity for business leaders to gain valuable customer experience strategies and tactics from their peers and … Continue reading
When Just Having a Mobile Presence Isn’t Enough
We’ve been saying for years now that the mobile age is upon us. And with mobile usage evolving at such a fierce pace – mobile-connected devices set to outnumber people on Earth by the end of 2013 – I’d say there’s no denying it, leaving organizations really no choice but to try and appeal to smartphone and tablet users by offering dedicated mobile sites and apps. Whether companies are just dipping their big toe into the vast mobile waters or diving in head first, either way it’s a good thing. Because if they aren’t doing it now (even a little … Continue reading
It’s Good! The Mobile Track at the ForeSee Summit
This is always an exciting time of year. We are again hosting hundreds of our clients in lovely springtime Ann Arbor for the ForeSee Summit. Our clients will take over the best darn college town in the world for a couple days of incredible content and amazing events. Yes, I might even attempt to kick another field goal at The Big House, the University of Michigan football stadium. Amidst the hullaballoo of the extracurricular activities, we are featuring some incredible mobile content. Since our mobile measurement delivers admirably on all three strategic, operational, and tactical fronts for our clients, we … Continue reading
WoMI: The Next Generation of NPS
Download the free white paper, Net Promoter Score: The One Number You Need to Evolve There’s something to be said about the digital world we live in today and how it’s hurling change at us at the velocity of a Justin Verlander fast ball. Through the last decade we’ve seen incredible advances in technology that has led to the fierce evolution of the consumer and their constantly changing expectations, which has resulted in the need for more and better ways for companies to measure their experiences. For many organizations the Net Promoter Score (NPS) has been the extent to which … Continue reading
Posted by Larry Freed
Tagged Customer Satisfaction, ForeSee News, ForeSee Solutions, Word of Mouth
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Making Contact: Contact Centers Customers are Highly Satisfied
While a company’s contact center isn’t typically the first choice for engaging with a company, it still remains an important part in fostering the customer relationship. Today, ForeSee released its annual Contact Center Benchmark that affords company leaders an opportunity to determine how their centers stack up against industry averages. This year, the average customer satisfaction score for contact centers is 80 on ForeSee’s 100-point scale, ranging from 61 to 94, meaning – in general – contact centers customers are highly satisfied. For benchmark purposes we compared likely future behaviors of highly-satisfied contact center customers (those with satisfaction of 80 … Continue reading
Posted by Eric Head
Tagged Benchmarking, Customer Satisfaction, ForeSee News, ForeSee Solutions
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Can Predictive Analytics Help Retailers Dodge a J.C. Penney-Style Debacle?
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
Posted by Eric Head
Tagged Customer Experience Analytics, ForeSee News, ForeSee Solutions
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Customer Satisfaction Increases Loyalty for Entertainment and News Companies
In case you haven’t noticed, ForeSee measures customer satisfaction for some of the biggest companies on the planet. Among those are some of the most distinguished news and entertainment websites to hit the internet. Today ForeSee released its annual CME Benchmark , reporting customer satisfaction on the web and mobile for its content, media and entertainment industry clients. What we found is that News sites recorded an aggregate score of 66, while Entertainment websites notched a 67 in aggregate customer satisfaction. There appear to be several sites in each of these groups that perform well below their customers’ expectations, which … Continue reading
Are You Listening to Your Most Important Customers?
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
Posted by Larry Freed
Tagged Customer Experience Analytics, Customer Satisfaction, ForeSee News
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