Tag Archives: Mobile

Three Reasons Why You Need to Measure the Mobile Experience Right Now

Measure the Mobile Customer Experience with ForeSee

When I joined the mobile team at ForeSee, I was surprised at how many clients used ForeSee to measure and improve the web customer experience on desktop but were not yet measuring the mobile experience. Even though they were getting a ton of value from measuring the web experience, they balked at a measuring the mobile experience because so few transactions were occurring in their mobile channel. Fair enough. Do I understand the logic? Yes. Do I agree? Here I must give a respectful but emphatic NO!  Let me explain why. 1. The world is moving toward mobile. Every client … Read More

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ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark

The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report Yesterday we released The ForeSee E-Government Satisfaction Index (Q4 2013). This report serves as a critical checkpoint for evaluating the success and performance of the federal government’s online and mobile initiatives and provides a quarterly update on citizen satisfaction with e-government websites at the aggregate level, individual satisfaction scores for the 108 federal government websites included in the Index, and  – a new milestone for ForeSee’s mobile practice and the federal government – the launch of ForeSee’s Mobile Federal Government Benchmark. This quarter’s aggregate score for e-government websites … Read More

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U.K. Retailers and the Mobile Customer Experience Challenge

ForeSee-FXI-UK-Mobile-Retail-featured

The ForeSee Experience Index (FXI): 2013 U.K. Retail Mobile Edition Now Available Download the Report As the uptake of mobile e-commerce increases in the U.K. and across the world, it’s important for retailers to understand just how far its significance extends beyond direct sales alone. As the ultimate ‘companion’ channel, mobile is with the consumer along every step of the purchasing pathway — at home and in the store, on the train and in the café. And according to one prediction, this year will see smartphone penetration reach 75% of the U.K. population. Thus, it’s incredibly important U.K. retailers get … Read More

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ForeSee Federal Government Mobile Benchmark

ForeSee's Mobile Government Benchmark

ForeSee’s mobile practice hits another milestone with the launch of the Federal Benchmark of mobile sites and apps for its clients. Just the fact that there is a mobile benchmark for these organizations is huge accomplishment, meaning more and more federal government agencies, departments and organizations are actually measuring the mobile experience, which shows federal leaders are understanding the value this digital medium has in interacting with the citizen. The satisfaction score of these federal government site and app visitors are starting strong out of the gate and showing higher average scores than other industry sectors measured by ForeSee. The aggregate … Read More

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Financial Institutions Need to Earn Customer Satisfaction with the Mobile Experience, Not Buy It

Financial Services Mobile Customer Experience

What does it cost to dominate mobile in banking these days? With consumer behavior shifting dramatically from branch networks to online and mobile channels, the stakes have never been higher for financial services organizations.  Brett King, in his book Bank 3.0, believes that banking will be primarily a mobile and online endeavor in as little as just two years. We know mobile is important to banks, but let’s get back to what it costs… Bank of America (BoA) apparently believes it costs a lot. BoA reduced the number of branches by 6% to 5,151 and grew their mobile user base … Read More

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Digital Convergence in Customer Experience

Digital Convergence in Customer Experience

We are in the midst of a shift of how consumers use their mobile devices with retailers. The percentages of buyers and researchers are merging. It used to be that mobile consumers were primarily researchers. They still are, but the percentage of people with the intent to buy is increasing at an exciting rate. The ForeSee Experience Index (FXI): 2013 Retail Edition shows that 39% of people came to the retailer’s mobile site or app with the intention of making a purchase, compared to 36% in 2012 (a statistically significant increase), and 48% of people intended to research a product. … Read More

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Her & The Potentiality of Mobile

ForeSee Blog Her and the Potentiality of Mobile

I have been thinking about my year-end blog post for some time. Usually, I put together a summary of key mobile industry-themed posts from the year. But then I saw the movie Her, starring Joaquin Phoenix and Scarlett Johansson, on Saturday. I realized that what has happened in 2013 pales in comparison to what’s in store for us in 2014 and beyond. Her is relevant, prescient, interesting, layered and original. Beyond Spike Jonze’s exploration of human entanglement and his inexorable directorial search for connection is a massive exploration of our relationship with our mobile devices. And that’s what this blog … Read More

Posted by Eric Feinberg | Tagged , | 4 Comments

(P)research: The Fulcrum of Store and Mobile Analytics

Consumers are conducting pre-research on mobile devices before they go, and in stores

Raise your hand if you’ve ever accessed a company’s website with your mobile phone before actually considering a purchase at a store location. Now, raise your other hand if you’ve ever used your mobile device while actually in a store to investigate products or inventory before buying anything. Okay, now put your arms down before your coworkers begin thinking something’s seriously wrong. But, don’t worry you’re not by any means alone. This, “Pre-Search,” is becoming (if it isn’t already) a very important phenomenon at the very fulcrum of store and mobile analytics. Plain and simple, consumers are using new devices … Read More

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ForeSee Mobile Update

ForeSee Mobile Update | Satisfaction Analytics for Mobile

Today, ForeSee announced significant momentum in mobile in 2013. Our mobile team and mobile solution have grown in size and matured in vision. I thought it was the right time to share with you some of what we’re up to: 60 New Mobile Clients: We are so pleased to announce that 60 new companies have recently started measuring and analyzing the mobile customer experience with ForeSee, including AARP, Ancestry.com, Anthem Insurance Companies, Bloomberg, CarMax, Dick’s Sporting Goods, Edible Arrangements, LG Electronics, New Balance, Sterling Jewelers and The Weather Channel, to name just a few. Many of these customers already use … Read More

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Why Satisfaction Matters for Media and Entertainment Mobile Sites

Why Satisfaction Matters in Mobile | App store ratings vs. satisfaction scores

Satisfaction matters because it determines what consumers will do next. Satisfied customers are more likely to engage with the brand in any channel, more likely to engage with advertisers, more likely to recommend companies to family members, friends, and colleagues, and have greater loyalty–all key factors in growing a business. For the ForeSee Mobile Satisfaction Index: Media and Entertainment Edition (2013) report we put ForeSee’s predictive customer experience analytics to work and compared less satisfied visitors (with mobile satisfaction scores of 69 or less) to highly satisfied visitors (with satisfaction scores of 80 or higher) to see how much more … Read More

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