January 19, 2016

Nordstrom, The Home Depot, Sephora, Vans, LoveSac, Fossil, Zulily Turn to ForeSee to Measure and Improve Their Customer Experience


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ForeSee Leads the Retail Sector in Voice of Customer Solutions; Adds New Business From 40 Retailers Around the World

New York, NY (January 19, 2016) NRF RETAIL’S BIG SHOW — ForeSee, the pioneering leader in Voice of Customer solutions, today announced that more than 40 prominent retail companies around the world have recently chosen ForeSee’s platform for customer experience measurement. ForeSee is the undisputed VOC leader in the retail industry. Its retail business has grown 175% per year over the past four years; its client list includes 70% of the IR 100 and 6 of the top 10 brands in STORES Magazine’s annual Top 100 Retailers list.

In the past month, companies in apparel and accessories, beauty, home furnishings and home improvement, sporting goods, and other retail sectors have turned to ForeSee to transform their VOC programs into a strategic and rigorous business discipline. Some of these include:

  • Fossil, Nordstrom, Torrid, Vans, and Zulily in the apparel and accessories categories;
  • Beauty products retailer Sephora;
  • Sur la Table, LoveSac, Havertys Furniture, and The Home Depot in the home furnishings and home improvement categories;
  • Specialty retailers including Michaels and Hickory Farms; and
  • Sporting goods companies Bass Pro Shops and Gander Mountain.

“For many of our clients, particularly in the retail sector, customer experience is their number one competitive advantage,” said Don Morrison, EVP of Sales at ForeSee. “Companies are evolving their Voice of Customer programs into a more rigorous business discipline. They are abandoning the survey-everywhere, gather-feedback approach for a more proven method that produces real metrics, delivers industry benchmarks, and gives certainty to their CX initiatives.”  

Retail industry executives are quick to bring on ForeSee to help them know, with certainty, the voice of their customers. Jack Krause, President and CMO at LoveSac, is a two-time client who considers ForeSee a requirement for CX measurement and improvements. “I rely on ForeSee because they provide a powerful scientific and data-driven tool that allows us to quickly diagnose our channel experiences. ForeSee contextualizes where we’re falling short, and that deep layer of insight helps us make improvements and measure and quantify the impact of those changes.”  

Steve Burdette, EVP of Stores at Havertys Furniture said, “ForeSee helps us take the guesswork out of how to improve our customer experience. We needed to better understand how to align our customers’ in-store experiences. ForeSee’s predictive analytics, combined with the insights and benchmarks from its analysts, show us exactly how and where we can improve and how to prioritize those investments.”

Most VOC programs lack the same rigor as other business-critical functions like finance, supply chain, manufacturing, or sales. VOC has been survey-focused instead of measurement-focused, but one-size-fits-all surveys are not good enough. As a result, ForeSee’s clients are adding discrete measurements at critical points across the entire customer journey. Retailers, for example, are measuring the online chat experience independent from other contact center interactions. Additionally, using ForeSee’s technology, companies are linking the voice of customer to CRM and financial systems to model the impact of changes to an experience before they are implemented.

The 11th Annual Retail Edition of the ForeSee Experience Index

Last month, ForeSee released its 11th annual ForeSee Experience Index (FXI) 2015 Retail Edition. The index, based on more than 40,000 consumer surveys gathered from the top 50 U.S. and 25 U.K. retailers, addresses the retail customer experience across web, mobile, and in stores over the course of the 2015 holiday shopping season.

The ForeSee Experience Index examines the drivers and inhibitors of digital and in-store customer experience, and translates those findings into actionable insights for retailers. Companies analyzed in this year’s survey include Amazon.com, Apple, Best Buy, Costco, CVS, Dell, Etsy, Gap, The Home Depot, Netflix, Neiman Marcus, Nike, Nordstrom, REI, Target, Walgreens, and Walmart, among others.

ForeSee at NRF’s Big Show 2016

The dominant player in the retail industry for customer experience measurement, ForeSee has a strong presence at NRF’s Big Show 2016. Drawing on the findings in the recent ForeSee Experience Index, VP of Marketing Eric Feinberg, will give a detailed and insightful retail customer experience presentation on what the modern consumer expects and how retailers can execute to meet consumer demands. Feinberg speaks today, Tuesday, 1/19 at 10:15am in the Level 1 Expo Hall, Big Ideas Room 2. Visit ForeSee at booth #3925 in the Expo Hall throughout the conference.

About ForeSee

Founded in 2001, ForeSee is the pioneering leader in Voice of Customer (VOC) solutions. Armed with the ForeSee CX Suite, more than 2,000 companies worldwide — in retail, financial services, government, healthcare, consumer packaged goods, and other industries — have transformed their VOC programs into a strategic and rigorous business discipline that delivers economic impact. Only ForeSee offers a multi-patented algorithmic approach to customer experience measurement, access to an unmatched 150 million benchmarked experiences, and actionable insights from a team of 200 expert analysts that give certainty to CX improvements. A subsidiary of Answers Corporation, ForeSee is headquartered in Ann Arbor, MI and has offices in Mountain View, New York, St. Louis, Cleveland, Vancouver, and London. For more information, visit www.foresee.com.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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