Tag Archives: Original Research

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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New FXI Sheds Light on Retail Customer Experience

The ForeSee Experience Index: 2013 U.S. Retail Edition

The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition Now Available Download the Report Welcome to a new era of ForeSee Reporting. Today we released the landmark ForeSee Experience Index (FXI): 2013 U.S. Retail Edition. Whereas the ForeSee E-Retail Satisfaction Index (U.S. Holiday Edition) that we’ve produced for the past eight years focus was mainly the Web experience, the FXI was developed with the multichannel, multi-device consumer in mind and for those retailers looking to better understand this generation of customers. Based on 67,600 surveys collected between November 29 and December 17, 2013 for the 100 biggest U.S. retailers as … Read More

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UK Retailers Slide in Customer Satisfaction

The ForeSee Experience Index (FXI): 2013 UK Retail Edition | Download the Report

The ForeSee Experience Index (FXI): 2013 UK Retail Edition Now Available  Download the Report The UK is arguably emerging as the number-one internet shopping nation in the world. An October 2013 Eurostat Commission study found that 82% of the country’s internet users regularly shop online, the highest proportion among all 28 member states.  At the same time, the rapid take-off of online food and grocery shopping in the UK has reportedly moved it ahead of the US overall, according to Mail Online. This makes it especially disturbing to see a fall in satisfaction levels among UK online shoppers in this … Read More

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Why Amazon Ranks Number One in Customer Experience

ForeSee Customer Experienc Model Amazon

“The company that provides the best relationship with the customer will win — not through product, but through the best experience.” – Tesco chairman Sir Richard Broadbent “I would define Amazon by our big ideas, which are customer centricity – putting the customer at the center of everything we do – [and] invention.” – Amazon founder and CEO Jeff Bezos Broadbent and Bezos are just two of many c-level executives who are focusing more than ever on the customer experience, understanding the role it plays in the current and future success of their business. In today’s retail world companies are … Read More

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The ForeSee Experience Index: Top Brands Edition

The ForeSee Experience Index

The ForeSee Experience Index (FXI) Now Available | Download the Report Walmart might not have as good of a chance of catching up to Amazon’s online retail business as they hope. Facebook should be weary of users leaving for other social media sites. Microsoft stands to lose more customers to Apple. For an industry that lives and dies by upselling products and services, financial services companies will likely have trouble in that department in the near future. That is, unless these companies turn their attention to customer experience. A good customer experience is a critical driver of financial success, so … 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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Ad-ventures in Media and Entertainment Mobile Experiences

Elements of the Mobile Custoemr Experience

Are advertisements on mobile sites and apps a necessary evil? Or, are they just plain necessary? Many of the companies measured in the ForeSee Mobile Satisfaction Index Media and Entertainment Edition (2013), released last week, are beholden to the advertising world for revenue, and we hear a lot about how important it is to serve the advertiser. Of course, some services are subscription-based while others are subsidized. Regardless of the business model, these companies need to keep in mind that their greatest responsibility is to their customers. Without them–and without providing satisfying mobile experiences–there will be no need for advertisers. … Read More

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Stream On: The ForeSee Mobile Satisfaction Index (Media and Entertainment Edition)

Mobile Satisfaction Media Entertainment Featured

Smartphones and tablets are transforming the way people digest news, follow sports, and watch TV and movies. People are essentially walking around with a global newsroom, a sports arena, widescreen HD television, and movie theater in their pocket or handbag. With the release of the ForeSee Mobile Satisfaction Index (Media and Entertainment Edition) today, we see that overall satisfaction with media and entertainment mobile site and app experiences is 77 on the study’s 100-point scale, with individual measured experiences ranging from 73 to 80. The vigorous pace at which mobile use is growing provides both an obstacle and an opportunity … Read More

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Ready for Takeoff: ForeSee Releases Mobile Satisfaction Index for Travel Industry

Mobile Travel Featured

Download the ForeSee Mobile Satisfaction Index: Travel Edition now. Delivering a quality mobile experience matters now more than it ever has before to the travel industry. While all travel companies’ are not created equal, there is one constant that is found across the board: customer expectations keep rising. And mobile is a huge differentiator right now for these companies. There is no question that mobile technology makes it convenient for travelers to research and book travel plans. But, are they satisfied with the experiences companies provide through mobile sites and apps? The ForeSee Mobile Satisfaction Index: Travel Edition explores this … Read More

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Showrooming: Not as Bad as You Think

Research from ForeSee: Showrooming Isn't 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 … Read More

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