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Why Grocery Retailers need a Customer Feedback program
This article from Progressive Grocer reveals several findings from the 2012 U.S. Supermarket Experience Study. Key highlights include elements that affect grocery customer satisfaction such as customer...
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Why Automotive dealers should get on board with Social Media
Traditional media used to be the primary resource consumers relied on when making purchase decisions but now it only has a fraction of the influence it once had. With the advent of social media, word...
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Become the brand your fans will defend
Mashable.com presents some research suggesting that when a customer is in love with a brand, he or she will stand by it. The author examined a study that revealed the relationships people have with two...
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Catch your dissatisfied customers before they make a complaint
Fastcasual.com reveals several findings from the 2012 Tork Report which found that the vast majority (92 percent in fact) of U.S. consumers said they will complain about an unfavorable dining-out...
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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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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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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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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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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...
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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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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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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...
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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...
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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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