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Tag Archives: Multichannel
Responsive Design: The Last Mile is Measurement
There is a lot of talk about responsive design. And for good reason. A lot of companies are planning to do it and, like you, they want to know if it is going to be the answer to all of their content management and design needs by reducing costs and enabling great multi-platform end-user experiences. Let’s start with the basics. What is it? Responsive design is a design concept that enables digital content to be easily transformed to the different size screens of desktops, laptops, tablets, and mobile devices. This technique allows you to create experiences that are optimized for … Continue reading
Directing Increased Investment in Mobile
A June 19th article from Mobile Marketer (a great resource; you should check it out if you don’t already follow it) says that businesses will be doubling their investments in mobile over the next 12-18 months. From the same article: “The numbers also point to the fact that more brands are now working on mobile Web sites than native apps. Among both U.S. and British businesses, 45 percent are undertaking mobile Web site projects, 43 percent mobile apps, 32 percent Web apps and 14 percent a mobile storefront and content delivery services.” How are businesses deciding where and how to … Continue reading
Posted by Eric Feinberg
Tagged ForeSee Solutions, Mobile, Mobile Monday, Multichannel
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Driving In-Store Results
In a recent Forbes article William McComb, the CEO from Fifth and Pacific (formerly Liz Claiborne), stressed that the store experience is even more important in today’s multi-channel, multi-device retail environment. “Retailers must be firing on all cylinders” was the phrase McComb used to describe effective execution of the store, web, mobile, and social channels. Since ForeSee is headquartered in Ann Arbor, Michigan approximately 40 miles west of Detroit – the automobile epicenter of the world (or, used to be, anyway) - let’s take that car engine analogy even further. Hypothetically, if one cylinder was more powerful in driving the … Continue reading
Mobile in the B2B Space on the Rise
For a lot of B2C companies, mobile technology is the “shiny new toy.” A lot of resources go into developing mobile technology without a lot of resources going into measuring its effectiveness. B2Bs tend to be more cautious when it comes to embracing new technology, but according to Forrester Research, 39% of US business owners are using social media on their phones at least monthly. Another Forrester stat says that 45% of B2B marketers believe that mobile marketing’s effectiveness will increase in upcoming years. Not surprisingly, as with retail, there is also a jump in mobile usage among B2B customers. … Continue reading
Posted by Eric Feinberg
Tagged B2B, ForeSee Solutions, Mobile, Mobile Monday, Multichannel
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Measuring Your B2B Website is Only Half the Battle
When I read Larry Freed’s post about the 2012 ForeSee B2B Benchmark it led me to think about what an enormous impact a B2B’s website performance (or lack thereof) can actually have on the business’ contact center. You might not think that two very separate channels could directly affect each other and a company’s bottom line in very distinct ways. But they do. When I look at B2Bs, one of the things I find interesting about them is the fact that there is not as much freedom of choice as there is in the regular retail world where you might have … Continue reading
Posted by Eric Head
Tagged B2B, Benchmarking, Customer Satisfaction, ForeSee Solutions, Multichannel
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Tips to be Mobiletastic: Connect the Dots
Remember when you were younger and your parents or teacher would give you a connect-the-dots activity to do? It was simple, you connected a seemingly random group of dots in a way that when done you were left with a pretty picture. Since the mobile experience is becoming more and more fragmented, I hope Mobiletastic Tip 5: Connect the Dots will help you connect those pieces and bring it all together to make a pretty picture – the picture representing the best multi-channel customer experience possible. It’s confusing enough myopically, looking at just the mobile experience. But what makes it … Continue reading
Taking a Step Back to Look Forward: The Importance of Measuring Satisfaction
It’s hard to believe that ForeSee turns 11 this year. That’s many, many, many more blog posts, white papers, reports, presentations, Tweets, and conferences than I can recall off the top of my head. I’ve had thousands of discussions about everything ranging from very high-level industry overviews to extremely detailed looks into our technology and analytical engine However, I sometimes forget to ease off the gas and take a step back to address some of the more general questions I come across, but don’t get asked nearly enough, like: What is the importance of measuring satisfaction? This is probably one … Continue reading
It’s 2012. Do You Know Where Your Customers Are?
Retailers, how many devices are your customers using to interact with you? Today, the website, store, contact center, Facebook page, iPad app, mobile website, and more are influencing your customers — often at different stages of the purchasing lifecycle, and sometimes more than one at a time. What’s harder to figure out is where customers go first and why: where they decide to research as compared to where they decide to buy; and where they comparison shop (sometimes it’s in the aisles of your stores, mobile phone in hand!). Today’s consumers can (and often do) become shoppers at any time … Continue reading
Consumers’ Love/Hate Relationship with Contact Centers
Although ForeSee started out measuring the customer experience with websites, our customers quickly told us that they need a way to apply our technology across all channels. So for a few years now, we’ve been working with stores, mobile sites and apps, and contact centers, which is what I want to talk about today. Call centers are an interesting animal because of their interdependence with the other channels. Whether a call center is sales focused or service focused, a really excellent, easy-to-use website should reduce call center volume. It’s cheaper for a company to service requests and purchases online than … Continue reading
Posted by Eric Head
Tagged Benchmarking, Customer Satisfaction, ForeSee Solutions, Multichannel
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