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

Usability Best Practices: Self-Referencing Links

foresee usability best practices

ForeSee’s usability group relies on a variety of knowledge resources to inform our understanding of the latest design trends and usability best practices. One of these sources is ForeSee’s cxReplay, which allows us to capture and recreate a visitor's experience after they decide to take one of our surveys. Recently, cxReplay has prompted us to reconsider an infrequently-cited usability guideline that address a little-known, yet pervasive problem called Self-Referencing Links.   More

Voice of Customer Lessons Learned at the 2015 Answers Summit

Answers Voice and Vision of Customer

ForeSee helps people focus on the customer experience. It allows you to understand what your prospects and customers think about your website. The reason I enjoy their annual client Summit so much is a majority of the content is focused on clients sharing their stories about how they've used voice of the customer analytics to help them make decisions. You basically get an inside look of various marketing departments and how they make decisions. Looking back, here are 8 things that I will take away:   More

The Sirens’ Song and Short Employee Engagement Surveys

The Lure of Short Employee Satisfaction Surveys

Short employee engagement and satisfaction surveys seem to be all the rage these days, promising to check the daily or weekly “pulse” of a company’s employees. This lures HR executives in with the enticing promise of brevity—who has time to conduct an annual employee survey, anyway? But before you set your course, ask yourself: are these surveys accurate, reliable and precise? Can they truly help your company prioritize where and how to improve the employee experience?   More

Star Power with Consumer Ratings & Reviews

Consumer Ratings and Reviews

Globally, the military uses various levels of stars to symbolize an officer’s effectiveness, success, or influence. It’s a “badge of awesomeness.” Customers can think of your business in the same way and they’ll place a badge on your brand—whether you see it or not. They form a quick impression from their experiences with your store employees, your website, your customer service team, your new app, etc. If they see your organization in action, there’s a badge in the making. So how many stars will you get? More

I Spy Something Blue and Black: Perception Versus Science

dress-feat

Which side of the great dress debate did you argue last week: white and gold, or blue and black? How could something that seemed so obvious to so many be so controversial? As many of us learned, color perception can depend on such factors as how our eyes receive light, how our brains process information, the brightness of the room in which we saw the image, the appearance of other items on the computer screen we viewed and more. In other words, it’s complicated. Consider, then, how much more complicated it is to accurately “perceive” the multichannel customer experience. More