February 16, 2016 |

Customer Journeys: Easy to Define but Hard to Measure

Shoppers are migratory creatures. They consume content, comparison shop, make purchase decisions and share their opinions where and when it best serves them: on websites, in stores, at call centers,... Read More

July 7, 2015 |

Five Ways to Improve the Retail Store Customer Experience with Voice of Customer Analytics

The retail store environment plays a unique role in today’s technology-driven world. Customers develop relationships with companies using a variety of devices and channels, but the brick-and-mortar store adds the element of in-person interaction, where your associates represent the face and voice of your company. If you’re currently measuring the retail store customer experience or looking to start, here are five ways you can get more value from your voice of customer data.   Read More

February 5, 2015 |

ForeSee Client Disney Talks Omnichannel Retail Success

Delivering a great omnichannel experience--one that transcends individual touch points and consistently delights your customers--is no easy task. But it becomes much easier when your customer experience data provides actionable insights to help you drive meaningful change. That’s exactly what our client, Disney, has done--and continues to do--and you’re invited to learn more in our upcoming webinar, “Omnichannel Success: How Disney Offers Guests a Unified Customer Experience” on Thursday, February 12 at 11:00 a.m. PST / 2:00 p.m. EST. Read More

January 8, 2015 |

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

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. Read More

November 19, 2014 |

2014 Holiday Shopping Trends: The Early Returns Are In

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the ForeSee Experience Index (FXI): 2014 U.S. Retail Report, a multichannel, customer experience study that will be published in mid-December. The study will report customer satisfaction scores for the top 100 retail websites, top 30 retail chain stores and top 30 retail mobile experiences.

To date, we’ve collected more than 15,000 survey responses, and we’ll continue to collect data well into December. And while the results are still highly preliminary, we wanted to share a few interesting trends we see materializing across the different shopping channels we’re measuring. Read More

January 21, 2014 |

Post-NRF Next Steps: 3 Things Retailers Need to Address in 2014

With the National Retail Federation’s (NRF) “Big Show”– a blitzkrieg of sorts, throwing the latest retail technology, toys, tips and strategies at attendees – behind us many of you may... Read More