customer satisfaction – ForeSee http://www.foresee.com Customer Experience Analytics Sat, 28 Jan 2017 21:12:01 +0000 en-US hourly 1 https://wordpress.org/?v=4.7 Satisfaction matters: What great customer experience strategies get right. http://www.foresee.com/satisfaction-matters-what-great-customer-experience-strategies-get-right/ http://www.foresee.com/satisfaction-matters-what-great-customer-experience-strategies-get-right/#respond Wed, 30 Nov 2016 21:22:12 +0000 http://www.foresee.com/?p=40851 Customer satisfaction does matter, but it can be difficult to manage and assess. You can’t rely on idioms and common sense, you’ll need to adopt a method for measuring that satisfaction. And to measure it the right way, you need a methodology rooted in rigor and science. What does this mean? Simply put, satisfaction measured the right way should include a CX strategy that is:

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]]> http://www.foresee.com/satisfaction-matters-what-great-customer-experience-strategies-get-right/feed/ 0 How Apple’s ‘courage’ to ditch the headphone jack relies on customer satisfaction http://www.foresee.com/how-apples-courage-to-ditch-the-headphone-jack-relies-on-customer-satisfaction/ http://www.foresee.com/how-apples-courage-to-ditch-the-headphone-jack-relies-on-customer-satisfaction/#respond Wed, 14 Sep 2016 13:30:57 +0000 http://www.foresee.com/?p=36391 There are a lot of people poking fun at Apple’s Phil Schiller for saying that the company’s decision to ditch the headphone jack on the new iPhone 7 came down to having the “courage” to create a better solution for how people listen to audio. The comment left Mr. Schiller wide open for ridicule, but being in the business of measuring customer experience I definitely interpreted it much differently.

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]]> http://www.foresee.com/how-apples-courage-to-ditch-the-headphone-jack-relies-on-customer-satisfaction/feed/ 0 What’s driving Success in Apparel? Find out in ForeSee’s FXI Retail Special Report http://www.foresee.com/whats-driving-success-in-apparel-find-out-in-foresees-fxi-retail-special-report/ http://www.foresee.com/whats-driving-success-in-apparel-find-out-in-foresees-fxi-retail-special-report/#respond Mon, 01 Aug 2016 18:11:32 +0000 http://www.foresee.com/?p=34431 Online sales of retail apparel and accessories is seeing huge growth, both here in the U.S. and across the globe. Just last week we highlighted some of those trends in...

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]]> http://www.foresee.com/whats-driving-success-in-apparel-find-out-in-foresees-fxi-retail-special-report/feed/ 0 The Problem With Dropshipping: CX Consistency http://www.foresee.com/the-problem-with-dropshipping-cx-consistency/ http://www.foresee.com/the-problem-with-dropshipping-cx-consistency/#respond Thu, 30 Jun 2016 16:19:03 +0000 http://www.foresee.com/?p=33291 A customer buys from you online, the item gets delivered, and (as far as you know) everything went to plan. Yet, that same customer never returns to buy again. Sound...

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]]> http://www.foresee.com/the-problem-with-dropshipping-cx-consistency/feed/ 0 In Wireless Provider Customer Satisfaction, T-Mobile Leads The Pack http://www.foresee.com/in-wireless-provider-customer-satisfaction-t-mobile-leads-the-pack/ http://www.foresee.com/in-wireless-provider-customer-satisfaction-t-mobile-leads-the-pack/#respond Thu, 09 Jun 2016 20:44:59 +0000 http://www.foresee.com/?p=32101   Contrary to the assumption that everyone is unhappy with their wireless provider, a new report shows that overall customer satisfaction is fairly high — with ForeSee client T-Mobile leading...

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]]> http://www.foresee.com/in-wireless-provider-customer-satisfaction-t-mobile-leads-the-pack/feed/ 0 How to Measure CX In the Contact Center the Right Way http://www.foresee.com/how-to-measure-cx-in-the-contact-center-the-right-way/ http://www.foresee.com/how-to-measure-cx-in-the-contact-center-the-right-way/#comments Tue, 10 May 2016 21:00:46 +0000 http://www.foresee.com/?p=29521 What are some good metrics that companies use today to measure the contact center customer experience? A few come to mind that I hear prospective clients mention often before they...

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]]> http://www.foresee.com/how-to-measure-cx-in-the-contact-center-the-right-way/feed/ 2 CX Backfires this Week | Amazon http://www.foresee.com/cx-backfires-this-week-amazon/ http://www.foresee.com/cx-backfires-this-week-amazon/#respond Wed, 02 Mar 2016 14:15:14 +0000 http://www.foresee.com/?p=25041 Originally posted on LinkedIn. Dad with a wallet: a Retailer’s Best Friend. Retailer’s worst nightmare?  Over-engineered personalization with mismanaged content. Read on… My daughter’s 13th birthday is just around the...

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]]> http://www.foresee.com/cx-backfires-this-week-amazon/feed/ 0 Retail Customer Experience Trendsetters | The Art of Shaving http://www.foresee.com/retail-customer-experience-trendsetters-the-art-of-shaving/ http://www.foresee.com/retail-customer-experience-trendsetters-the-art-of-shaving/#respond Fri, 19 Feb 2016 17:56:12 +0000 http://www.foresee.com/?p=24361 $75 for shaving cream? You bet! And I didn’t think twice about it. This was a big moment for me, one who refuses to pay full price for anything. How...

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]]> http://www.foresee.com/retail-customer-experience-trendsetters-the-art-of-shaving/feed/ 0 2014 Holiday Shopping Trends: The Early Returns Are In http://www.foresee.com/answers-2014-holiday-shopping-trends/ http://www.foresee.com/answers-2014-holiday-shopping-trends/#comments Wed, 19 Nov 2014 14:03:13 +0000 http://www.foresee.com/?p=13370 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.

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]]> http://www.foresee.com/answers-2014-holiday-shopping-trends/feed/ 2 UK Retailers Slide in Customer Satisfaction http://www.foresee.com/uk-retailers-slide-customer-satisfaction/ http://www.foresee.com/uk-retailers-slide-customer-satisfaction/#respond Wed, 18 Dec 2013 14:25:20 +0000 http://foreseeblog.com/?p=5151 The ForeSee Experience Index (FXI): 2013 UK Retail Edition Now Available  Download the Report The UK is arguably emerging as the number-one internet shopping nation in the world. An October...

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