ForeSee Experience Index (FXI) 2013 US Retail Holiday Infographic
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ForeSee Experience Index (FXI) 2013 US Retail Holiday Infographic

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The ForeSee Experience Index is based on 67,600 surveys collected between November 29 and December 17, 2013 for the 100 biggest U.S. retailers as reported by the Fortune 500 and Internet Retailer’s ...

The ForeSee Experience Index is based on 67,600 surveys collected between November 29 and December 17, 2013 for the 100 biggest U.S. retailers as reported by the Fortune 500 and Internet Retailer’s top 100 websites, the five-part report features Company-level and channel-specific (Web, Mobile, Store, and Contact Center) customer satisfaction analysis for the top U.S. retailers. Download the infographic for a summary.

Download the full report: http://bit.ly/RetailFXI13

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ForeSee Experience Index (FXI) 2013 US Retail Holiday Infographic ForeSee Experience Index (FXI) 2013 US Retail Holiday Infographic Document Transcript

  • THE MULTICHANNEL CUSTOMER EXPERIENCE MATTERS THE FORESEE EXPERIENCE INDEX (FXI): 2013 U.S. RETAIL EDITION Today’s multichannel, multi-device customers interact with companies at every engagement point without giving it a single thought. They expect consistency in every facet of their experience, regardless of the touchpoint. MORE CHANNELS, MORE SATISFACTION SAT 85 SAT 82 Customers of the measured retailers are significantly more satisfied the more channels they use to interact with the company. SINGLE CHANNEL USERS PERCEPTION IS REALITY TWO OR MORE CHANNELS 90 AMAZON NOW MORE THAN EVER! Sales and revenue numbers are useful tools, but the only metric that accurately predicts future sales, loyalty, and recommendations is a scientific measure of satisfaction with the multichannel customer experience. Satisfied customers are: 89 APPLE 88 QVC 76 Savvy multichannel companies understand that customers view their experience with a company as just that – an experience with a company, not an individual channel. Amazon consistently sets the bar, while other retailers may be lacking a cohesive strategy for multichannel success. SATISFACTION MATTERS 89 PUBLIX PRICELINE LOWEST TOP COMPANIES 71 71 72 64 % % % more committed to the company overall more likely to purchase from the retailer again % more likely to purchase more To read the full report and see how your company stacks up, visit foresee.com/nrf2014/fxi To learn more about how ForeSee can help you improve your multichannel strategy, visit www.foresee.com/multichannel Source: The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition 69 % more likely to recommend the retailer to others