Measuring in-store customer experience

Measuring in-store customer experience

American ForeSee, a global leader in technology driven customer experience analytics will measure and analyse the in-store customer experience for Charming CHARLIE

Charming CHARLIE already uses ForeSee analytics to measure on line customer experience and is adding the in-store analytics to get a more comprehensive picture of consumer behaviours and influences. Charming CHARLIE is a rapidly growing and award winning fashion jewellery and accessories U.S. retailer since 2004 with 201 stores as of July 1, 2012 and plans to cover in the ongoing year 36 US states. At that rate of growth the use of this in-store measurement will help the leading company to keep its fingers on the pulse of consumer wants, needs and expectations to clearly deliver a positive customer experience.

The successful customer experience in a store ranges from company executives all the way to individual associates on the store floor, and the shopper has a singular experience without insight into corporate structure and accountability. ForeSee measures from the customers’ view and translates insights into actionable priorities across the organisation. With ForeSee a company – also textile and clothing retailers – can accurately measure the customer store experience across a range of levels from associates to store/location to regional, district, global and company-wide levels. It gives the company a customer satisfaction measurement system that pinpoints enhancements to the customer’s experience that will have the greatest return on investment. Customer intelligence is more actionable than Charming CHARLIE have ever been able to get from past mystery shopper programs or other measurements of customer satisfaction. “Charming CHARLIE has made changes to its metrics that will result in a better experience for shoppers and will also help company executives to make business decisions oriented toward future success”, states Larry Freed, President and CEO of ForeSee.

ForeSee is a pioneer in customer experience analytics and continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritise improvements for maximum impact. Because ForeSee’s superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to confidently optimising the efforts that will achieve business and brand objectives and thus it means better business for companies and a better experience for consumers.

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