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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
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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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
Posted by Krystel Harvey
Tagged Analytics, Customer Experience Analytics, ForeSee Solutions
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Mind Social Media – Don’t Mine It
Every once in a while we hear about how mining social media is the best new way to gain feedback. This Marketing Daily article with a sensational (not in a good way) headline, “Goodbye To Surveys For Companies That Mine Social,” by Karl Greenberg is a good example. In the article, social media research firm newBrandAnalytics says “surveys are defunct…companies get a 25% increase in online customer reviews on their social sites.” While there may be a bump in customer reviews due to social media, that doesn’t mean it’s time to throw everything else out the window. It’s time to … Continue reading
Posted by Larry Freed
Tagged Customer Experience Analytics, ForeSee Solutions, Social Media, Word of Mouth
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Showrooming: Not as Bad as You Think
In today’s multi-channel, multi-device world, company leaders need to consider that a customer’s store experience can affect other channels in the company and vice versa. For example, over the last few years the term “showrooming” has become a popular industry buzz word. Showrooming simply means that some customers are coming to the store to look at the merchandise in person (the “showroom”) but then shopping online (often via mobile) to get a better price through a competitor. Sound perilous? Our research shows that showrooming isn’t necessarily a bad thing. Although almost a quarter of store purchasers measured reported using their … Continue reading
Posted by Eric Head
Tagged ForeSee Solutions, Mobile, Mobile Monday, Multichannel, Original Research, showrooming
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Measuring Right, Making a Difference: The State of 2012 and Beyond
Well, we closed the books on yet another year. And let me tell you, we had another pretty good year in 2012. By most people’s standards every year since we started ForeSee in 2001, has been a great year. I could sit here and tell you about the consecutive quarters of revenue growth (since we were formed) and the outstanding customer renewal rate, our new technology and products, and our ever-expanding staff. But I won’t (that’s what this link is for). But what makes a company great is not looking back, but looking forward. If you stand still you lose. … Continue reading
Posted by ForeSee Blog Email Subscriptions
Tagged ForeSee News, ForeSee Solutions, Multichannel
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I’d Like to Thank the Academy…
While celebrities and the like were recovering from award ceremony season hangover, capped off by the Oscars on Sunday night, the business world was gearing up for the 7th Annual Stevie® Awards for Sales & Customer Service on Monday night (February 25) in Las Vegas. There, I was happy to accept on behalf of ForeSee the Silver Stevie® Award in the Solutions Technology Partner of the Year category. ForeSee was nominated this year for the role that its customer satisfaction analytics play in helping organizations predict and improve future financial performance. ForeSee was originally founded to bring scientific measurement of … Continue reading
