The Internet and mobile technology have changed the travel and hospitality industry forever. Today, companies are faced with the challenge of providing customer experiences that set them apart from their competitors while anticipating and responding to customers’ constantly evolving needs and expectations — which often vary from channel to channel. How satisfied are your customers with the experiences you’re providing? It’s time to find out.
Improve the Customer Experience with ForeSee
Is your brand being perceived consistently across your online and offline channels? How do your customers’ needs differ by segment (e.g., loyal customers, comparison shoppers, first-time visitors)? ForeSee’s multichannel customer experience analytics help you answer these questions and more. Our proven approach to customer experience measurement precisely and accurately analyzes the voice of your customers so you know where to focus resources to keep your customers satisfied, loyal and coming back.
By improving the customer experience, you lay a foundation for building your brand, driving sales and earning loyalty. Key features help you:
Evaluate Relationships with Key Customer Segments
- Gain a deeper understanding of opportunities and problem areas across channels relative to specific audience segments (e.g., loyal customers, registered members, first-time visitors, comparison shoppers, etc.).
Understand Customer Interactions Across Touch Points
- Assess how effectively your web or mobile site supports your offline channels, and discover where to make improvements that will increase customer satisfaction across channels.
Diagnose Strengths, Weaknesses and Opportunities
- Understand which elements of your multichannel experience are satisfying your customers, and accurately determine which elements are causing customers to struggle. Then, make laser-focused improvements that support your business goals.
Data Access and Communication
- Our Analytics Portals present your multichannel customer experience data in an easy-to-understand, focused view that can be shared easily across the entire organization to inform decision-making and gain support.
Visualize Experiences and Quickly Identify Issues
- Use ForeSee Replay for Web and Mobile to visualize customer struggles and quickly identify technical issues that may be impeding desired customer interactions such as buying a ticket, booking a room or making a reservation.
Benchmark for Success
- Our comprehensive customer experience benchmarks tell you how your customer experience ranks against competitors, across industries and channels, and over time.
In today’s highly competitive environment, your greatest asset is your customers. Differentiate yourself by consistently delivering a great customer experience. Let ForeSee help you hear, understand and effectively act on the voice of your customers. Contact us to learn why travel and hospitality industry leaders such as Sandals, TUI Travel, British Airways and others work with ForeSee to measure and improve the customer experience.