how foresee can help your company website

WEB

FORESEE CUSTOMER EXPERIENCE ANALYTICS FOR WEB

PRECISE MEASUREMENT. CONFIDENT INSIGHTS. DECISIVE RESULTS.

more committed to the brand

68%

more likely to recommend the

website

70%

more likely to buy from that company or

brand offline

56%

more likely to buy from that company or brand online

76%

The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition

A HIGHLY SATISFIED CUSTOMER IS:


ESTABLISH A CONSTANT IN AN EVER-CHANGING ENVIRONMENT The landscape of the digital marketplace is continually changing. Amidst a sea of new promotional programs, updated regulations, competitive threats and consumers’ rapid adoption of new technologies, it can be a challenge to make effective decisions about which web investments will provide the greatest impact to your business.

You have metrics on where your site visitors came from, the content they viewed, what they abandoned in their cart and how much money they spent – but how are you accounting for visitors who are interacting with you through multiple channels? Customers are willing to share their experiences, but how can you systematically harness the voice of the customer into actions that really benefit your business? Traditional metrics are inadequate at addressing these challenges and can often be the source of misleading information.

Customer satisfaction is a metric that can help you prioritize improvement opportunities and predict future business outcomes to navigate your company down a path of financial success.

THE CUSTOMER EXPERIENCE: MEASURED BY SATISFACTION Extensive scientific and academic research proves that a satisfied customer is a long-term, loyal and profitable asset who is likely to recommend your company to others.

ForeSee cxMeasureSM for Web and cxReplaySM allow you to measure your customers’ satisfaction with their online experience and connect the insights gained with replays of actual customer interactions with your site – providing a clear and complete view of the web experience. As a result, you gain intelligence that helps drive your digital strategy and prioritize your efforts around actions that will have the greatest impact on your business.

Just because we have internal metrics that say we’re doing great, doesn’t mean the customers think so.

Paulette MarinoManager of Corporate ResearchJEA

“Every one-point increase in satisfaction brings us a million dollars in

revenue … [Satisfaction] is a really important driver for me to understand.”

Stephanie BottnerGeneral ManagerPear Tree Greetings

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4 WEB

Understand the Customer Experience

Whether you are looking to implement a consistent metric across brand sites, identify the effectiveness of service or support experiences, address specific content changes or gain additional insight into your purchase life cycle, getting to the point of what your customers experience during specific interactions is key. cxMeasure for Web incorporates advanced technology that delivers the right survey to the right visitor at the right time – giving you the insight you need to take targeted and effective action.

Gain Intelligence About Audiences That Matter

Listening to your customers’ needs, wants and expectations gives you part of the picture – but being able to turn those insights into actions that make a difference for critical audience segments puts you even further ahead. cxMeasure for Web can help you discover not only who is coming to your site but also what brought them there and how their experience influences their actual behavior.

Prioritize Efforts to Impact Results

As the quantity of data available to executives and managers continues to increase, the quality and precision of information become more important than ever. By identifying and isolating key aspects of the online experience and quantifying the impact of those elements on satisfaction as well as future behaviors, the ForeSee CXA methodology helps you decide where to best focus your resources and investments.

PREDICTIVE ANALYTICS FOR ACTIONABLE INSIGHTS ForeSee cxMeasure for Web is powered by a proven methodology and sophisticated technology designed to accurately measure all aspects of your customers’ web experience. Our technology ensures that the right customer segments are being studied based on your business goals. The ForeSee CXASM methodology quantifies the cause-and-effect relationship between the unique elements of a web experience and customer satisfaction. This allows you to understand your customers’ satisfaction with the online experience today and prioritize your efforts to areas that provide the best return for your business.

CUSTOMERSATISFACTION

FUTURE BEHAVIORSOutcomes of the

Customer ExperienceELEMENTS

Drivers of Satisfaction

FUNCTIONALITY

LOOK AND FEEL

NAVIGATION

CONTENT

PERFORMANCE

84

SCORE

81

76

84

79

78

IMPACT

0.8

0.7

2.3

2.1

0.6

PURCHASE INTENT

RETENTION

LOYALTY

WORD-OF-MOUTH

PRIMARY RESOURCE

SCORE

79

65

82

72

82

IMPACT

2.1

3.2

4.1

3.5

4.1

ForeSee’s methodology generates the customer intelligence we need to ensure our website reflects the needs of the market.

Dave StanisDirector of Digital Communications Oakwood Healthcare System

TOP PRIORITY

MAINTAIN OR IMPROVESTATUS QUO REQUIRED

MONITOR

I M PA C TL O W H I G H

SC

OR

EL

OW

HIG

H

NAVIGATION

FUNCTIONALITY

SEARCH

CONTENT

TASKS/ TRANSACTIONS

SITE PERFORMANCE

LOOK & FEEL

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INSIGHT DELIVERY AND REPORTING TO INFORM BUSINESS DECISIONSForeSee offers a variety of reporting and analysis options that transform your data into a strategic and operational asset.

Our Customer Experience Analysts provide interpretation of and clarity around your customer experience data, and can also help you understand how the web experience impacts your company’s other channels. Our Usability Auditors offer analysis around both live sites and prototypes for redesign efforts.

The Advanced Analytics Portal provides continuous access to customer experience data and other robust capabilities for self-directed analysis. You can compare and contrast visitor segments to identify opportunities to improve the experience for your most valuable customers.

> Complex data is distilled into powerful visual dashboards.

> Dashboard data is easily shared across the organization as a secure link or via PDF.

> In-context drilldowns allow for easy access to relevant details.

> Benchmarks provide comparison against industries and markets.

The Executive Portal provides visibility into all measured touch points in a multichannel customer experience in one place, allowing decision-makers to easily gain insights into the role the digital channel plays in their customer’s journey.

Your customer experience data is available anytime, anywhere through the Mobile Portal App. The mobile portal provides access to review satisfaction scores, trends, period change and scores by key customer segment.


6 WEB

VISUALIZATION TURNS INSIGHT INTO ACTIONForeSee cxReplay for Web brings the power of visualization to the analysis of your customer experience by capturing visitor interactions with your site for a clear and complete view of the customer experience. With the ability to select replays using customer experience data coupled with more than 30 page and session metrics and visitor environment attributes, you’ll quickly be able to identify issues, optimize your digital processes and build a convincing argument for change. Replays can easily be shared across the organization via secure email links.

Illuminate specific usability and functionality issues by reviewing mouse movements, clicks, scrolling and form entry. Activity histogram and page navigator simplify analysis.

Heatmaps illuminate patterns in visitor behavior.

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MANAGE FORWARD WITH FORESEE CUSTOMER EXPERIENCE ANALYTICSUnderstand how the online experience is impacting the customer journey, the impact the web has on your other business channels and where your visitors may be struggling with your site by using ForeSee cxMeasure for Web and cxReplay for Web to inform your digital strategy.

Measure the right way with ForeSee Customer Experience Analytics for Web – the only accurate way to measure customer satisfaction with the online experience using a scientific methodology proven to predict financial results.

MEASUREMENTContinuous, reliable, accurate and precise measurement across the full spectrum of the online customer experience using a proven, scientific approach

VISIBILITY Executive-level visibility across touch points for a complete view of the impact the web has throughout the business

INTELLIGENCEThorough and expert analysis for insight into your customer’s needs, wants, intents and expectations

BENCHMARKS Over 150 web-based industry and sub-segment benchmarks allow you to compare performance against peers, competitors and best-in-class websites as well as against other channels within your organization to provide relevant context to your results

PRIORITIZATION Insight into strengths, weaknesses and opportunities to improve your web experience, so you can prioritize your improvement efforts according to what will have the highest impact on business results

VISUALIZATION Replays of the customer’s actual online experience provide visual evidence that helps you quickly understand whether your site is performing as designed

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PRECISE MEASUREMENT.

CONFIDENT INSIGHTS.

DECISIVE RESULTS.

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, government, financial services, 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.

2500 Green RoadSuite 400Ann Arbor, MI 48105USAt: 734 205 2600f: 734 205 2601

FS-1288-0616

©2014 ForeSee All rights reserved. ForeSee, CXA and cxMeasure are registered trademarks or service marks of ForeSee Results, Inc. All other trademarks are the property of the respective trademark owners.

how foresee can help your company website

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