August 8, 2017 |

Solving the mystery of the non-buying consumer | RetailCustomerExperience

With retail and mall traffic down, it's more important than ever to improve conversion metrics, but find it difficult to understand why people visit a store without buying. These "store nonpurchasers" (SNPs) represent a huge chunk of traffic to a store — accounting for up to 50 percent of visitors, according to recent ForeSee research. Read More

Categories: Insights,Retail
August 7, 2017 |

Retailers face greater consequences from dissatisfied desktop customers (research) 

Attention retailers: Consumers who fail to accomplish a task when visiting a retail website on a desktop are less satisfied than those who visit from a smartphone, according to new research from ForeSee.... Read More

August 4, 2017 |

The truth about using Root Cause Analysis with Voice of Customer data

As many professionals charged with managing the customer experience at their organization will tell you, being able to effectively leverage Root Cause Analysis (RCA) can be crucial for identifying and addressing customer issues. Using RCA to look... Read More

July 31, 2017 |

VOC Leaders: How AMD uses CX Suite to connect the dots throughout the company 

Advanced Micro Devices (AMD) is a global semiconductor company. It’s technology is found in a wide range of products from major manufacturers such as Microsoft, Boeing, UCR Products, and more. We recently sat down with... Read More

Categories: Client Voices,Retail
July 27, 2017 |

Retail’s new normal: 3 trends stores must embrace to win | Forbes

You need only look at Wall Street's reaction to the nearly $14 billion acquisition of Whole Foods – or the multitude of headlines about brick-and-mortar locations doubling as distribution hubs – to see that a new normal is on the horizon for the retail industry. Retail consumers today are adapting to new shopping norms that include more choices, co-browsing (in-store while shopping on a mobile device) and higher expectations. So what are today's retail leaders doing to ensure future success? Read More

Categories: Insights,Retail
July 11, 2017 |

Understanding the link between higher NPS and better CX scores (report)

Over the years, many top executives have come to rely on Net Promoter Score (NPS) as a reliable KPI to track customer loyalty and satisfaction over time. However, NPS falls short when it comes... Read More