Resources

Case Study: 3M

Creating a More Robust Customer Experience Across Platforms

3M wants to be as effective at connecting with customers as it is great at creating innovative products. They looked to ForeSee to help it systematically define its many customer segments, to distinguish a good customer experience from a less satisfactory one by segment and to understand customer experiences based on the devices an individual uses to interact with the company.

They rely on the ForeSee methodology to accurately measure and quantify the impact that any improvements will have on the customer’s decision to buy from 3M and use ForeSee’s benchmarks to measure themselves against their competitors.