Twitter
Facebook
Linked In
RSS
Login or Register
New to InternetRetailing?
Register Now
Internet Retailing
Site Menu
More
User Menu
More
Amplience
Mention Me
ProSKU
IRUK Top500 The Customer Report: 2018

IRUK Top500 The Customer Report: 2018

This is your 1 complimentary article for this month

Become a member for unlimited and immediate access.


Register
Already a member? Log in here

House of Fraser to measure customer experience across its channels

Linked InTwitterFacebookeCard
House of Fraser is to measure customers’ experience across its different channels, finding out how consumers rate their experience in stores and call centre as well as online, using technology from customer experience analytics company ForeSee.

The department store chain is taking the step after previously using customer satisfaction data from ForeSee in its website redesign in order to predict which improvements would have the biggest effect on sales, loyalty and recommendations. Since the redesign, House of Fraser online conversion rates have increased substantially.

Robin Terrell, executive director of multichannel and international at House of Fraser, said: “The customer experience across all touchpoints 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 priorities improvements. 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.”

Larry Freed, president and chief executive of ForeSee, said: “House of Fraser has already thoroughly embraced the value and utility of customer experience data and analysis online, so it is a natural extension to use the same methodology to measure other critical customer touch points like stores and call centres. An integrated, predictive view of the cross-channel customer experience is going to give an already strong company a huge competitive advantage and will build equity in their brand.”

House of Fraser currently sells through 61 stores in the UK and Ireland and launched its website, which now sells more than 125,000 products from more than 1,000 brands, in 2007.

Linked InTwitterFacebookeCard

Become a Member

Create your own public-facing profile
Gain access to all Top500 research
Personalise your experience on IR.net
Internet Retailing
We are the magazine, portal and research source for European ecommerce and multichannel retail, hosting the board-level conversation for retailers, pureplays and brands across all of our platforms. Join the conversation.

© InternetRetailing Media

Latest Tweet

Internet Retailing
Tamebay
eDelivery
Twitter
Facebook
Linked In
Youtube
RSS
RSS
Youtube
Google
Linked In
Facebook
Twitter