Video: ForeSee Results’ CEO on customer satisfaction and Web performance

“It’s pretty much inexcusable for a retailer to go down during a critical point in the holiday season, and every holiday season, we see that, and in many cases, it’s because of volume.” — Larry Freed, President and CEO of Foresee Results

A few weeks ago, we shared with you the results of ForeSee Results’ Top 100 Retail Satisfaction Index 2010 and demonstrated how the Web-based retailers with the highest levels of consumer satisfaction also ranked among the best performing. Well, at IRCE last week, we were lucky enough to meet up with Larry Freed, President and CEO of ForeSee and a speaker at this year’s conference.

Last Thursday, Larry and Internet Retailer’s Kurt Peters presented Internet Retailer’s Top 500 Guide, a ranking of the largest online retailers, offered insight into what it takes to create a winning site, and highlighted the trends retailers should follow to create winning online strategies and loyal, satisfied customer in today’s economy.

When we caught up with Larry, we asked him to share with us the Web qualities that are most important to consumers. In the following video, Larry shares the key to online success and gives his perspective on Web performance and the role it plays in creating a satisfying Web user experience.

Thanks again to Larry for sharing his perspective with us. For more of Larry’s thoughts on customer satisfaction, be sure to check out his blog, FreedYourMind. You can also follow @foreseeresults or Larry Freed on Twitter at @larryfreed.

For weekly updates on the performance and availability of the Internet Retailer Top 50, be sure to review our Retail Business Benchmarks.