Customer Experience Analytics for Stores | ForeSee It's imperative that we quantify how the customer experience is impacting our bottom-line. Michele Hall, Director of Customer Experience, Charming CHARLIE

Stores

How do you know if customers are getting what they need and expect from store-based experiences? How much do their experiences affect their opinion of and loyalty to your company?

The performance of your stores or locations considerably impacts word-of-mouth recommendations, purchase intent, loyalty, and transaction size.

ForeSee quantifies the impact of your customers’ store experiences and their satisfaction with your company. You can assess the performance and value of your stores, as well as the people who customers interact with:

  • Who visits your stores or locations, in terms of demographics, purchase behavior and frequency of use? You know who your customers are, but where there is not transaction data available, how can you quantify the makeup of your location-based audiences?
  • Where, specifically, are you falling short of expectations? Is it an associate’s performance, the condition of the store, your policies and procedures, or something else?
  • When other experiences with your organization, such as mobile, web, or social media, drive customers to your locations, does the experience align with the message in these channels?
ForeSee Satisfaction Analytics provide a comprehensive customer experience measurement system that gauges success from the customer's perspective.

ForeSee Satisfaction Analytics for Stores provide continuous, reliable, and precise measurement of the customer location experience, across a range of platforms. This encompasses monitoring satisfaction at the associate level, store/location level, regional, district, global, and company-wide level. Monitoring the performance trends let you quickly make corrections for favorable financial impact.

Our Advanced Analytics Portal and our expert analysts help you gain intelligence about your customer’s needs, wants, intents, and expectations. Identify opportunities to improve the location experience and influence behavior. We also provide an understanding of the multiple-channel impact of the location experience on your company. ForeSee’s expert analysts align the satisfaction analytics across channels to gain a seamless view of the customer and how best to support them.

ForeSee publishes periodic primary research on multi-channel satisfaction throughout the year. Review our research commentaries.

SessionReplay shows you where your site visitors struggle (or succeed), recreating the visitor experience and seamlessly linking to survey responses through ForeSee Satisfaction Analytics. The dynamic, day-to-day access to this critical insight speeds identification of problems and their resolution with significant bottom-line impact to your company.

ForeSee benchmarks show how your company compares with performance of stores/locations for other companies and similar functions (e.g., commerce, service). In a multi-channel measurement system, we can track customer experience across channels and by functionality.

Measurement

ForeSee Satisfaction Analytics for Stores provide continuous, reliable, and precise measurement of the customer location experience, across a range of platforms. This encompasses monitoring satisfaction at the associate level, store/location level, regional, district, global, and company-wide level. Monitoring the performance trends let you quickly make corrections for favorable financial impact.

Analysis

Our Advanced Analytics Portal and our expert analysts help you gain intelligence about your customer’s needs, wants, intents, and expectations. Identify opportunities to improve the location experience and influence behavior. We also provide an understanding of the multiple-channel impact of the location experience on your company. ForeSee’s expert analysts align the satisfaction analytics across channels to gain a seamless view of the customer and how best to support them.

Benchmarking

ForeSee benchmarks show how your company compares with performance of stores/locations for other companies and similar functions (e.g., commerce, service). In a multi-channel measurement system, we can track customer experience across channels and by functionality.

Research

ForeSee publishes periodic primary research on multi-channel satisfaction throughout the year. Review our research commentaries.