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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...
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 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...
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...
View ArticleHow does Empathica take the Customer Experience into account when it comes to...
Listen to Simon Palmer, Chief Technology Officer, speak about how Empathica takes the customer experience into account when it comes to product design and development. In this video Simon explains: Why...
View ArticleSo What Exactly is Text Analytics?
Listen to Jason Dea, Director of Product Marketing, explain what Text Analytics and Natural Language Processing is. Learn how you can use these powerful solutions to: Gain insights gathered from...
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7 ways to win the attention of your distracted customers
Brick-and-mortar retailers now not only have to compete with their competitors but also their online counterparts for customers’ attention. This poses a challenge for retailers — how do you keep...
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Customers think in terms of journey, not touchpoints
Do you sometimes have the best experience with a company’s call center representative and then have the worst experience on its sales floor? Would you give your overall experience with this company a...
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Give customers the choice to start their journey on one channel and finish it...
Retail continues to change at a dramatic pace as consumers continue to embrace digital technologies and raise their expectations. Many retailers begin to wonder, what is the future of retail. This...
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Five Ways You Can Reach The Digitally Connected Customer
Digital technologies have changed the way people share information and interact with brands. Consumer behavior is evolving so rapidly, how can brands keep up and reach these digitally connected...
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