The ForeSee Blog:
The Art & Science of
Measuring Customer Experience

Are You Working to Improve Customer Satisfaction? Or Are You “Chasing the Score”?

Are you improving customer satisfaction? Or just "chasing the number"?

We see more and more premier brands realizing the importance of robust and scientific customer experience analytics when it comes to understanding today’s complex omnichannel consumers. In fact, more premier brands than ever are partnering with ForeSee to gain powerful customer experience insights. But with more brands paying attention to the customer experience, shouldn’t average customer satisfaction scores be increasing? Because they aren’t. More

Retail’s Future: Where Customer Experience and Employee Engagement Converge

Satisfied employees lead to satisfied customers.

The evolution of customer and employee expectations is impacting business results for all retailers in a big way.

We recently presented new research that quantitatively validates the causal relationship between retail store employee engagement and customer satisfaction--and how that relationship drives business results. More

NRF 2015: Before Deciding Where to Invest, Determine What Your Customers Want

Visit ForeSee at NRF 2015

The biggest retail event of the year--the National Retail Federation’s (NRF) “Big Show”--is fast approaching. If you’re planning to attend, you’re likely eager to experience retail’s latest technologies, trends and strategies firsthand. But regardless of what the latest and greatest may be this year, one principle remains constant: the path to retail success begins with satisfied, loyal customers. And satisfied, loyal customers are made when you provide great customer experiences. And understanding how to improve the customer experience starts when you measure the right way. More

2014 Holiday Shopping Trends:
The Results Are In

The Answers Experience Index: 2014 U.S. Retail Edition | Learn More

Today’s release of The Answers™ Experience Index (AXI): 2014 U.S. Retail Edition marks the 10th year we’ve been using ForeSee’s proven customer experience measurement methodology to report on the current state of the retail customer experience during the holiday shopping season.

This year’s report takes a broader view of the marketplace, measuring the customer experience with the largest retailers in the United States as recognized by Internet Retailer’s Top 500 web and mobile commerce sites and the NRF Stores Top 100 Retailers. It’s been another exhilarating year of learning, and we’re excited about the emerging industry trends we’re seeing. More

What Really Makes Employees Satisfied and Engaged?

answers-employee-study-featured

Every year, we see headlines touting the results of the latest studies on the American workplace and the mindset of the American worker. And every year, we hear the same thing: average American employees are not satisfied, and it’s primarily because of their bosses.

But is there more to it than that? That’s what the Answers American Employee Study set out to determine. The study applies our proven, patented cause-and-effect methodology to discover what makes American employees satisfied and engaged. More

Categories: Employee Satisfaction