THE MULTICHANNEL CUSTOMER EXPERIENCE MATTERS THE FORESEE EXPERIENCE INDEX (FXI): 2013 U.S. RETAIL EDITION MORE CHANNELS, MORE SATISFACTION PERCEPTION IS REALITY 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. more likely to recommend the retailer to others 69 % more committed to the company overall % 71 % more likely to purchase from the retailer again 71 SATISFACTION MATTERS 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: 76 PRICELINE 88 QVC 89 APPLE 89 PUBLIX 90 AMAZON 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. 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 more likely to purchase more 72 % Source: The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition Customers of the measured retailers are significantly more satisfied the more channels they use to interact with the company. TWO OR MORE CHANNELS SAT 85 SINGLE CHANNEL USERS SAT 82 64 % TOP COMPANIES LOWEST

ForeSee Experience Index (FXI) 2013 US Retail Holiday Infographic

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Page 1: ForeSee Experience Index (FXI) 2013 US Retail Holiday Infographic

THE MULTICHANNEL CUSTOMER EXPERIENCE MATTERS

THE FORESEE EXPERIENCE INDEX (FXI): 2013 U.S. RETAIL EDITION

MORE CHANNELS, MORE SATISFACTION

PERCEPTION IS REALITY

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.

more likely to recommend the retailer to others

69%

more committed to the company overall

%71%

more likely to purchase from the retailer again

71SATISFACTION MATTERS

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:

76PRICELINE

88QVC

89APPLE

89PUBLIX

90AMAZON

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.

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

more likely to purchase more

72%

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

Customers of the measured

retailers are significantly

more satisfied the more

channels they use to interact

with the company.

TWO OR MORE CHANNELS

SAT