Customer Experience Data Provides the Complete Picture
The customer experience is the essence of experiential retailer Build-A-Bear Workshop. It is what leads to repeat purchases. But as customers have begun interacting with the store across multiple channels, measuring that experience in a consistent way became difficult.
To help Build-A-Bear Workshop better understand the multichannel customer experience, ForeSee measures Build-A-Bear Workshop’s store, web, mobile and contact center customer experiences. The experiential retailer has been able to gain insights into how channels influence each other and drive business goals. They can leverage actionable data from predictive analytics to help prioritize improvements for maximum impact and keep pace with changing consumer expectations.