27/09/11
By Karen Moss
House of Fraser has partnered with ForeSee to measure and analyse customer experience in-store, online and with its call centre. The department store recently completed a website redesign, assisted by data from ForeSee, which provided insight on improvements that would help drive sales, loyalty, and recommendations.
The website redesign contributed to a substantial increase in online conversion rates.
“The customer experience across all touch points is of paramount importance to us, and it is critical that we measure in a way that provides accurate data and analysis that helps us prioritise improvements,” said Robin Terrell, Executive Director of Multichannel and International at House of Fraser.
“We’ve already seen how valuable and actionable this data is when it comes to online initiatives; now ForeSee will help us to understand how customers experience our brand across various channels and how their experiences affect sales, loyalty, recommendations and overall satisfaction.”
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