White papers

In Foviance’s second annual multichannel customer experience report, the research gives a ‘state-of-the-nation’ perspective on the extent to which organisations are committed to delivering an integrated experience in a world where the customer journey is becoming increasingly complex, due to evolving technology and the proliferation of devices.

Only 26% of respondents say their companies have a well-developed strategy in place for improving customer experience, just a slight increase of 4% from last year. The research has also found that ‘complexity of customer experience’ is now seen as the greatest barrier to improving multichannel customer experience, overtaking ‘organisational structure’ since 2010.

To download the whitepaper a valid e-mail address is required, however Foviance will not contact you unless you specifically request it.

Welcome to the consumer survey section of our second Annual Multichannel Customer Experience Report.  

This report looks at how a total of nearly 5,000 consumers (spread across five separate surveys) regard their experience with companies in the retail, travel, online banking, mobile phone and gaming (gambling) sectors.
Our consumer research shows that the relative importance of different attributes varies by sector, as does the frequency of overall interaction and use of different channels (including online and offline).

• Customers are increasingly moving online, however, the face to face experience is still important, the call centre and brochure being relegated to less important ways of buying
• Mobile experiences are weak – even if you’re a mobile phone company!

To download the whitepaper a valid e-mail address is required, however Foviance will not contact you unless you specifically request it.

British companies are only now beginning to realise the importance of joined-up customer experience amid increased customer expectations and the growing number of touch-points on the customer’s interaction with a brand.

Behavioural experts in the field of Customer Experience, Foviance, analyse today’s consumers, who all expect businesses to have joined up channels. But they just aren’t providing the capability. In fact 69% of UK businesses say they are just beginning to develop their strategy.

Companies recognise the importance of the multi-channel customer experience but are typically failing to adopt a strategy or framework to enable a single customer view.

To download the whitepaper a valid e-mail address is required, however Foviance will not contact you unless you specifically request it.

In a multi-channel, customer-centric world, its vital that business are able to reconcile two equally important but overlapping sets of customer profiles – those identified by their marketing teams, and those targeted by their digital channel.

How accurate personas informed by real-world data can help businesses effectively bridge the gap between marketing and digital channels, delivering a sharper focus on customer-centricity.

Used throughout every project, personas support the growth of the company as a customer-centric business, focusing on improving and enhancing the customer experience across all touch-points.

To download the whitepaper a valid e-mail address is required, however Foviance will not contact you unless you specifically request it.

Ask any CEO how much a great customer experience matters to their business and you will get a consistent reply: it is crucial.

The impact of poor experiences on customer attraction, retention and cross-buying has been well documented over the past decades. But today, more than ever, ‘Customer Experience’ has become the hot topic in business circles.

In a recent (June 2010) Foviance / Econsultancy survey, 92% of businesses said their organisation recognised a link between long-term business performance and customer experience – two thirds reporting a strong link . So what makes customer experience so relevant today?

To download the whitepaper a valid e-mail address is required, however Foviance will not contact you unless you specifically request it.

Social Media is changing the balance of power in business, offering customers with a new channel through which to voice opinions and engage brands, while also providing a new channel for the sales and marketing mix.

Today, a Google search for ‘social media’ will return around 625,000,000 results. Social networking leader Facebook has over 500 million members and has grown by 40% increase in the last six months alone. Microblog site Twitter has 105 million user accounts. There are around 126 million blogs online (as tracked by BlogPulse) with 70% discussing brands.

In a new Foviance whitepaper, we look at ‘Social Media and Customer Experience: a perspective on the landscape’. We examine who uses social media, its impact on business, how companies are beginning to engage via these new platforms, and how we can expect social media to evolve in the future.
To download the whitepaper a valid e-mail address is required, however Foviance will not contact you unless you specifically request it.

To explore ‘web stress’, CA partnered with Foviance to see if application performance had an impact on buying habits and consumer behaviour online.

Using an EEG (Electroencephalography) cap and sophisticated neurological and physiological testing equipment, volunteers were wired up during the study and had their brain wave activity monitored. Everyday tasks online such as finding and buying items were tested by the volunteers.

The results revealed that search and checkout were the two most stressful points of everyday processes carried out online, resulting in the volunteers exhibiting a heightened level of ‘web stress’. This type of stress results in more than three quarters of customers abandoning websites before they have completed the task that drove them to the site in the first place. To download the whitepaper a valid e-mail address is required, however Foviance will not contact you unless you specifically request it.

Even during recessionary times, the value of online transactions continues to increase. However, in a recent study carried out by Foviance, 44% of people surveyed said they didn’t buy online because they wanted to physically see the product. A further 18% cited the cost of delivery as a barrier to online shopping.

This white paper provides insight from over 100 respondents, into the buying habits and behaviours in the run up to the busiest time of year for retailers.  We probed respondents to understand their motivations, the barriers they are confronted with, and examples of best and worst websites that exist.

This paper highlights that customers are already using multiple channels as part of their purchase process dependent on what it is they are buying and the information provided at the various touch points. By enhancing the cross-channel customer experience, retailers can diminish the impact of the main barriers to conversion.