multichannel – ForeSee

2015 ForeSee Experience Index (FXI): Did Amazon Regain the Customer Satisfaction It Lost?

Eric Feinberg — Tue, 08 Dec 2015 19:46:27 +0000

We’re in the home stretch of producing our annual commentary on holiday customer satisfaction with the web, mobile and store experiences from the top 50 U.S. and top 25 U.K. retailers. But we’re taking a breather long enough to give you a handful of early insights!

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2015 ForeSee Experience Index (FXI): Early Holiday Retail Insights

Eric Feinberg — Thu, 19 Nov 2015 14:30:20 +0000

The holidays are a busy time at ForeSee!

Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we've surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver.

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Improving the Contact Center Customer Experience: Understanding the Multichannel Experience

Eric Head — Thu, 18 Jun 2015 13:22:13 +0000

In today’s multichannel, multi-device world, the contact center bears the brunt of many complex consumer problems. With so many digital channels available for self-service, many consumers view the contact center as a last resort. And when the contact center isn’t prepared to handle issues stemming from other channels, it could lead consumers to hang up on a company for good.

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

Eric Feinberg — Thu, 08 Jan 2015 14:20:48 +0000

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.

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2014 Holiday Shopping Trends: The Results Are In

Jim Yang — Mon, 29 Dec 2014 13:58:39 +0000

Today’s release of The ForeSee Experience Index (FXI): 2014 U.S. Retail Edition marks the 10th year we’ve been using ForeSee’s proven customer experience measurement methodology to report on the current state of the retail customer experience during the holiday shopping season.

This year’s report takes a broader view of the marketplace, measuring the customer experience with the largest retailers in the United States as recognized by Internet Retailer’s Top 500 web and mobile commerce sites and the NRF Stores Top 100 Retailers. It’s been another exhilarating year of learning, and we’re excited about the emerging industry trends we’re seeing.

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Omnichannel vs. Multichannel

JJ Cramer — Thu, 19 Dec 2013 14:11:09 +0000

Proudly published in MultichannelMerchant.com, we decided to go for it and take a crack at clearing up the confusion between Omnichannel and Multichannel. We hear these two terms used frequently...

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Best Practices for Measuring the Omnichannel Customer Experience

The ForeSee Blog — Thu, 12 Dec 2013 14:16:59 +0000

Last week, we talked about the challenges of the omnichannel customer experience landscape. This time around we will talk about some of the best practices of measuring the omnichannel customer...

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The Challenges of the Omnichannel Landscape

The ForeSee Blog — Wed, 04 Dec 2013 14:17:52 +0000

Today’s consumers are multichannel, multi-device users and they are going to interact with companies at every engagement point without a second thought. So, without even consciously deciding to, they are...

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‘Tis the Season…for Holiday Preparations!

Eric Head — Thu, 01 Aug 2013 13:21:59 +0000

Oh, the weather outside is…delightful? For most, the holiday season may seem a long way off, but the savviest retailers know that now is the time to prepare for the...

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Siteshowing: Defying the Norm…or Defining the New Norm

Eric Head — Tue, 30 Apr 2013 13:10:45 +0000

Every once in a while I come a across a situation where I can’t decide if it’s completely brilliant or utterly insane. Such is the case with Bonobos. With a...

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