Tag Archives: Multichannel

Post-NRF Next Steps: 3 Things Retailers Need to Address in 2014

Today's Customers are Multichannel

With the National Retail Federation’s (NRF) “Big Show”– a blitzkrieg of sorts, throwing the latest retail technology, toys, tips and strategies at attendees – behind us many of you may be wondering: What do I do now? The Big Show is a phenomenal event for retailers without question and is a great one for us. Actually, ForeSee team members were still meeting with people Tuesday afternoon while cranes were tearing down the booths around us. But it can be a little overwhelming for retailers once the dust settles and they get back to business as usual the following days. Reflecting … 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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Omnichannel vs. Multichannel

Clearing Up the Confusion Between Omnichannel and Multichannel | ForeSee in Multichannel Merchant

Proudly published in MultichannelMerchant.com, we decided to go for it and take a crack at clearing up the confusion between Omnichannel and Multichannel. We hear these two terms used frequently – and often interchangeably – in the ecommerce world but in reality, they’re distinct things. Click through to and be prepared to see: 1.) Clear, Concise Definitions of Omnichannel & Multichannel 2.) Tips for Measuring and Creating a Superior Omnichannel Experience 3.) Tips for Measuring and Creating a Superior Multichannel Experience. When it comes to omnichannel vs. multichannel, it’s not an either/or proposition for brands – instead, it’s important to have strategies … Read More

Posted by Eric Feinberg, JJ Cramer | Tagged , | 2 Comments

Best Practices for Measuring the Omnichannel Customer Experience

ForeSee Omnichannel Customer Experience

Last week, we talked about the challenges of the omnichannel customer experience landscape. This time around we will talk about some of the best practices of measuring the omnichannel customer experience. The winners at omnichannel customer service will be those who start by measuring the customer experience and then utilize voice of customer data to help them define and (in the long run) refine their omnichannel strategies.  Many companies have started on this journey and not too many have yet completed it. We cannot manage what we don’t measure.  And we cannot improve what we are not measuring, because we … Read More

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The Challenges of the Omnichannel Landscape

omnichannel customer experience

Today’s consumers are multichannel, multi-device users and they are going to interact with companies at every engagement point without a second thought. So, without even consciously deciding to, they are going to expect brand consistency and uniform customer service at every level of interaction. Therefore, business executives and leaders must remember that consumers view their experience with a company as just that – an experience with a company, not as an experience with an individual channel (web, store, mobile, etc.) of a company. Unfortunately, the reality is that most retailers still operate in silos. But this shift also offers the … Read More

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ForeSee’s 360-Degree View of the Customer Experience

ForeSee cx360 Multichannel Platform

Today marks an important milestone for ForeSee. For 12 years, ForeSee has been providing measurement, intelligence, and actionable insights at the point of interaction between companies and their customers. And over the past few years we have complemented the valuable tactical approach with more strategic and operational metrics and insights to enable our clients to truly leverage superior customer experience as a competitive weapon in today’s multi-channel, multi-device marketplace. While most metrics look within a single channel, the customer perspective spans across all company and brand touch points. Until today, it has been nearly impossible to measure and gain visibility … Read More

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(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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Know Your Customer Experience Elephant

Know Your Customer Experience Elephant

Have you ever heard the story of the two men who had never before seen an elephant, and were peeking at one through tiny pinholes in the holding pen fence at the zoo? With his drastically limited field of vision, one of the men sees just the tail, and swears, “I can see it clearly, an elephant looks just like a snake.” The other man sees just a leg, and says, “You don’t know what you’re saying, an elephant looks like a tree trunk!” Unfortunately, many business leaders view the customer experience this way. The data they collect only shows … Read More

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‘Tis the Season…for Holiday Preparations!

Holiday Preparations Multichannel Shopping

Oh, the weather outside is…delightful? For most, the holiday season may seem a long way off, but the savviest retailers know that now is the time to prepare for the busiest and most significant time of their year. Give Your Customers the Gift of a Positive Shopping Experience Above all else, retailers should be gearing up for the holiday season by making sure that they’re focusing on the experience they’ll deliver to customers. Now is the time to make changes, but retailers need to be sure to test those changes to make sure they work and accomplish what they’re intended … Read More

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The Mobile Persona of Device Engagement

The Mobile Persona

Working around the house trying to shorten the honey-do list on the weekend is always a challenge.  But it’s much easier to accomplish when you have the right tool for the job (like a tamper for packing down 3.5 tons of gravel for my driveway – boy was I glad to cross that one off!). The same is true of the digital customer journey.  We unknowingly choose the right tool (phone, tablet, laptop) for our digital needs. For example, if each device (tablet, phone, laptop) were right in front of you, which would you choose to accomplish the following need: … Read More

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