Case Study: 3M achieves better customer engagement with ForeSee

Foresee Is Helping 3M Create a More Robust Customer Experience Across Its Various Platforms

3M, known for its wide range of products sold through many channels, wanted to improve how it connected with customers across its websites and digital platforms. The company turned to ForeSee and its multichannel customer experience measurement tools to better understand who was visiting, why they came, and how their experience compared with expectations.

ForeSee helped 3M use survey and benchmarking data to identify visitor intent, segment audiences by role and device, and pinpoint areas for improvement. For example, on 3M’s health care website, the data showed many users were seeking product specs or warranty information, so 3M moved a key action tab closer to the homepage, which dramatically improved customer satisfaction. ForeSee also gave 3M comparative benchmarks to guide smarter investments in content and design, helping strengthen customer engagement.

3M

Raj Rao

Vice President of Global e-Transformation