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The current state of Customer Experience Management (CEM)
Measuring customer experiences is really about understanding the sum of a series of touch points, the gestalt of one or several moments of truth that drive an overall perception of the individuals...
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Retailer’s strategic responses to the economic downturn
In this video, Empathica’s Chief Customer Officer Dr. Gary Edwards discusses the challenges facing retailers and how they can stay competitive in this challenging economy. Today’s retail landscape is...
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Make consumers fall back in love with your brand on Valentine’s Day
Valentine’s Day, known to some as the day of obligatory romantic gestures, is a time for consumers to celebrate romance. Many retailers jump on the chance to draw consumers in stores and capitalize on...
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The transformation of the Customer Experience
In the last decade, consumers have rapidly adopted disruptive, online technologies. Customers went from being limited to visits to a brick-and-mortar location to researching and comparing a company’s...
View ArticleScoring a great customer experience during the 6 Nations Tournament
Empathica EMEA’s Gary Topiol advises on serving up outstanding hospitality experiences during the 6 Nations Tournament.read more »
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What to do when a customer has a bad experience at your store?
What do customers do when they receive a bad customer experience? They don’t get mad, they get even! Most of the time, your disgruntled customers won’t confront you directly. Instead, two things happen...
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Have you ever walked in the shoes of your restaurant customers?
What matters to restaurant customers the most when it comes to a dining experience — price, atmosphere, menu, special promotions, speed, cleanliness or the emotional connection? While all of those...
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How does this challenging economy affect retailers’ strategies?
In this video, Empathica’s Vice President of Marketing Bruce Warren shares industry trends and provides insights into how the economy is affecting retailers’ strategies today. Warren observes the...
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Did your customers leave your dealership without buying?
Selling a car can be time consuming and sometimes unrewarding when your prospective car buyers come in and out of your dealership without buying. When this happens, you’re left wondering – why don’t...
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Leverage global trends and engage with the millennial consumers
According to Nielsen’s latest Global Trust in Advertising report which surveyed more than 28,000 Internet respondents in 56 countries found that: 92% of consumers say they trust earned media, such as...
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Shift your Customer Advocacy from passive to active
It is every brand’s dream to have customers who vouch for them – customers who love your brand so much that they promote it for you. We call them “brand advocates” – they want you to succeed and they...
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5 challenges for brands in a socially connected world
Customer perceptions of their experience are formed over time and at every touch point where the customer interacts with a brand. And it can extend beyond the direct interaction with the company and...
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Make your employees happy and the profits will follow
Many restaurant brands put so much emphasis on keeping their customers happy that they forget it is equally important to ensure their employees are happy as well. You may think — but I don’t have more...
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Your customers are embracing multi-channel shopping experiences, aren’t you?
With the high adoption rate of smartphones and tablets, consumer shopping habits have changed drastically in the past few years. This article advises that retailers must evolve with consumers and...
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Recommendations for managing the Social Customer Experience
The following sections contain recommendations to drive social customer experience success. It is important to understand that the very nature of customer experiences constantly changes because of...
View ArticleDigital Darwinism and Customer Feedback
"Digital Darwinism" is a term that’s emerged to describe this phenomenon; an age where technology and society have been evolving too quickly for some brands to adapt. The list of casualties is an...
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What can you expect for customer service in 2013? Five trends to watch
Consumers’ expectations about customer service change every year. Because of this, It is important for customer service professionals to know where customer service is headed in 2013 so they can plan...
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Your customers are happy with their car purchases, now what?
Every car salesperson know how much effort one has to make to close a deal – you first have to greet the potential buyers the moment they walk into a showroom, then you try to get to know them to...
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You want to listen to your guests and they want to be heard. So what’s the...
Listening to guests is a core tenet of building a great business. In fact, listening to your guests is often the first step in creating a business. The same applies once an establishment is up and...
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Curious to find out how to sift through Big Data to find real customer insight?
Explosive Growth in Social Media Feedback The growth of Facebook™ with over 1 billion reported active users is a well known success story. Similarly, the other big player in social media, Twitter™, has...
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