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Surveys + Social Feedback make a killer combination to drive action
Combine Surveys and Social Feedback to Drive Action Driving the right kind of business changes to reflect constantly evolving guest sentiment requires a consolidated view across all actionable feedback...
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Do you know what your customers are truly saying about you?
Social media is both good and bad news for brands — on one hand customers can quickly spread their good words about you, on the other hand they can air their negative opinions within seconds. In...
View ArticlePutting the Metrics Cart Ahead of the Action Horse
One of the most common questions I get asked with regards to managing the customer experience is — with the abundance of data available, what is the most important metric for brands to track when it...
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How to grow your business through Word of Mouth
There is no better way to promote your business than through word of mouth. It is not only the least expensive advertising you can get but also the most effective. According to a recent Empathica...
View ArticleWhy Combine Solicited and Unsolicited Customer Feedback?
Empathica’s 3rd Party Feedback and Text Analytics solution provides brands with an end-to-end view of multiple channels of customer feedback to drive action. A combination of structured surveys and...
View ArticleDon’t Bank on the Weather – but Great Customer Experience Will Always Pay Off!
Empathica’s Steve Raher advises on how to serve up outstanding hospitality experiences over bank holiday weekends, whatever the weather.read more »
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Customers don’t think in channels, they see your brand as one entity
Shopping used to be simple — customers would browse in-store, touching and trying on the products, interacting with the floor associates and finally making a decision whether to purchase or not. Since...
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5 ways to go above and beyond with customer service
Customers don’t always remember the products they purchased or the service they received after the fact, but they will always remember the little gestures you made that enhanced their overall...
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Give your restaurant customers a reason to come back after Mother’s Day
With Mother’s Day always falling on a Sunday, it’s the all-time most popular holiday for dining out. Restaurants look forward to this special day as it is one of the most profitable holidays....
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What drives your dealership business? Recommendations!
What happens when consumers need information to help drive their vehicle purchase decisions? They seek recommendations from their friends. Gone are the days when they turned to TV and print ads for...
View ArticleWhat are some trends in Customer Feedback and how is this changing Customer...
Listen to Dr. Gary Edwards, Chief Customer Officer, reveal some trends in customer feedback and how these trends are changing Customer Experience Management. In this video Gary explains: How...
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Are you ready for the truth? Time to tap into Customer Feedback on Social Media
Brands are eager to learn what customers think about their services and products and they want nothing more than open and honest customer feedback. Social media has made it easy for customers to share...
View ArticleTurning Up The Heat on Summer Sales
Empathica EMEA’s Steve Raher advises on how serving up outstanding customer experiences at opportunistic sales peaks can increase sales and recruit new customers.read more »
View ArticleWhat are the Challenges Facing Location Managers with Social Media Feedback?
Listen to Bruce Warren, Vice President of Marketing, speak about the challenges location managers in stores and restaurants face today. In this video Bruce talks about: Why current approaches in...
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Your customers may buy from you but would they vouch for you?
Building customer loyalty used to be a simple concept — it’s about getting it right the next time, every time. Furthermore, you want your customers to love every experience with you — to a point that...
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Retailers, stop blaming showrooming for your lost sales
Showrooming, a phenomenon when customers browse a retailer’s merchandise in-store only to purchase it elsewhere, has been seen as a threat and a scapegoat for sales woes. If you firmly believe that...
View ArticleWhy do brands need to listen to the full spectrum of Customer Feedback?
Empathica’s Vice President of Product, Lee Kennedy speaks about the challenges and opportunities of structured and unstructured customer feedback. Learn how retailers and restaurateurs can use these...
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Use this Father’s Day to build restaurant Customer Loyalty
Are you planning to loosen up your purse strings this year for your dad? According to this article by the National Retail Federation, Americans are expected to spend a total of $13.3 billion this...
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Your Brand Advocates are out there somewhere, all you need to do is find them
Selling a car used to be so simple — you walked into a dealership and you relied solely on the knowledge of the salesperson to help you determine which car was best for you. Then everything changed...
View ArticleHow collecting underpants is similar to collecting data to improve Customer...
Listen to Lee Kennedy, Vice President of Product, speak about how collecting guest and customer feedback mirrors the grand scheme of making profit by the Underpant Gnomes of South Park fame. In this...
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