News

Charming CHARLIE adds in-store experience analytics tool

July 18, 2012

ForeSee, a customer experience analytics company, has announced that it will measure and analyze the in-store customer experience for Charming CHARLIE. Charming CHARLIE already uses ForeSee analytics to measure the online customer experience, and is adding in-store analytics in order to get a more comprehensive picture of consumer behaviors and influences.

Charming CHARLIE, a rapidly growing fashion jewelry and accessories retailer, has 201 stores in the United States andd will end the year with a presence in 36 states. At that rate of growth, using an in-store measurement will help Charming CHARLIE leaders keep their fingers on the pulse of consumer wants, needs and expectations in order to clearly focus on delivering a positive customer experience, according to the companies.

While ownership over a successful customer experience in a store ranges from company executives all the way to individual associates on the store floor, the shopper has a singular experience without insight into corporate structure and accountability. ForeSee measures from the customers' view and translates the resulting insights into actionable priorities across the organization. With ForeSee, Charming CHARLIE can accurately measure the customer store experience across a range of levels from associates to store/location to regional, district, global, and company-wide levels.

"With the footprint we have and level of growth we're experiencing, it's imperative that we quantify how the customer experience is impacting our bottom-line business results," said Michele Hall, Charming CHARLIE Director of Customer Experience. "ForeSee gives us a customer satisfaction measurement system that pinpoints enhancements to the customer's experience that will have the greatest return on investment — customer intelligence that is more actionable than we have ever been able to get from past mystery shopper programs or other measurements of customer satisfaction."

"Charming CHARLIE has made changes to its metrics that will result in a better experience for shoppers and will also help executives make business decisions oriented toward future success," said Larry Freed, President and CEO of ForeSee. "Charming CHARLIE clearly understands the great value of a satisfied customer, and they are to be commended for making the customer experience a priority."

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