Case Study: Build-A-Bear achieves a stronger multichannel customer experience with ForeSee

Foresee Helps Build-A-Bear Understand the Bear Essentials of the Multichannel Customer Experience

Build-A-Bear, the experiential retailer with more than 400 locations, needed a clearer view of its multichannel customer experience as shoppers interacted across store, web, mobile, and contact center channels. Facing economic challenges in 2012, Build-A-Bear turned to ForeSee and its customer experience analytics to better understand how expectations differed by channel and how each touchpoint influenced the others.

ForeSee helped Build-A-Bear measure satisfaction across channels and uncover actionable insights into customer segments and behavior. Using this data, Build-A-Bear learned that guests who planned store visits spent 20% more than those who didn’t, and it used the findings to shape digital content, merchandise offers, and broader customer strategies. With ForeSee, Build-A-Bear returned to profitability, expanded its product and retail reach, and strengthened its data-driven approach to growth.

Build-A-Bear

Brian Sawyer

Senior Managing Director, Digital, Build-A-Bear