about us >

empathica in the news

• March 1, 2010 > Who Still Spends? Hint: Here's How To Market To Him
  Retail Solutions Online
  Empathica EVP Gary Edwards says there's more intelligence to be gained by ... The Empathica study found that the overall sectors most impacted by a ...
  Click here to read more
  
  
• March 1, 2010 > How to harness the science of Customer Experience Management
  Utalkmarketing.com
  Identifying 'Markers' – Early Location Warning Signs of Promoters Versus Detractors, Social networking sites are no longer the preserve of the tech-savvy teenager. Aside from retailers launching their own networking sites, the existence of pervasive, well established external sites brings both opportunities and challenges for retailers.
  Click here to read more
  
  
• February 25, 2010 > During an economic crisis, women make more sacrifices than men
  The Retail Bulletin
  Data reveals that 72% of women moderately to significantly cut their spending in 2009, compared to only 62% of men.
  Click here to read more
  
  
• February 23, 2010 > As the Economy Turns
  CSP Daily News
  Empathica Inc. said earlier this month that while overall spending was down, with only 5% of survey participants spending more in 2009.
  Click here to read more
  
  
• February 14, 2010 > Up in the Air: Connecting the Dots Between Prepaid and Loyalty
  prepaid-press.com
  …If personalization is a key to satisfying the customer and expanding the relationship, then it is easy to see how the social media phenomenon ties in. Friends and fans exchange quick communications and information on a personal level through Facebook, Twitter, and other social networking sites.
  Click here to read more
  
  
• February 2010 Issue > Eating Out in a Down Economy
  By Maura Keller, Today’s Dietitian
  These days, just about every restaurant is facing some kind of economic challenge. From cancelled banquets to patrons’ decreased spending, foodservice venues are working hard to entice consumers to open their wallets a little wider. Like many enterprises, the foodservice industry must be willing to make changes and be fluid in its thinking—it’s simply no longer business as usual.
  Click here to read more
  
  
• February 8, 2010 > The Hard Cell
  CSNews Online
  In a related strategy, casual dining operator Rock Bottom Restaurants Inc. had a positive experience using Empathica's SMS-Text Survey to poll customers at ...
  Click here to read more
  
  
• February 4, 2010 > "Consumer Insights Survey Reveals Restaurant Financial Health Heavily Influenced by the Gender Divide"
  Htmagazine.com
  Empathica Inc., a provider of Customer Experience Management (CEM) solutions to some of the world's most respected brands, announced today that its survey of more than 7,200 American consumers indicates that women are more frugal in a down economy.
  Click here to read more
  
  
• February 02, 2010 > "Women More Frugal Than Men During Recession"
  Convenience Store News
  In a down economy, women are more frugal than men. Research conducted by Canadian-based customer experience management firm Empathica Inc. revealed 72 percent of U.S. women moderately to significantly cut their spending…
  Click here to read more



• February 02, 2010 > "Empathica: Women More Frugal in This Down Economy"
  Apparelmag.com
  Empathica Inc., a provider of customer experience management (CEM) solutions for world-leading brands according to the company, said its survey of more than 7,200 American consumers indicates that women are more frugal in a down economy.
  Click here to read more



• January 28th, 2010 > "Paramount Restaurant Group feeds appetite for
  customer feedback"
  ITDirector.com
  Paramount Restaurant Group, which includes Chez Gérard, Bertorelli, Livebait and Caffè Uno, has launched a customer insight programme with Empathica in 74 of its restaurants.
  Click here to read more



• January 28, 2010 > "Empathica Consumer Insights"
  Scottrade.com
  Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to some of the world's most respected brands, announced today that its survey of more than 7,200 American consumers indicates that women are more frugal in a down economy.
  Click here to read more



• January 28, 2010 > "How retailers can benefit from social media"
  WiseMarketer.com
  While social networking web sites are no longer the preserve of the tech-savvy teenager, most businesses - and bricks and mortar retailers in particular - are struggling to know how to approach and benefit from these community environments, according to Gary Edwards, executive vice president of client services for Empathica.
  Click here to read more



• January 27, 2010 > "GoRecommend turns fans into brand ambassadors "
  QSRweb.com
  Most quick-service restaurants have experienced the value in engaging with their loyal customers on Facebook fan pages. Fans share comments about their love of the brand, respond to Wall posts and learn about new promotions.
  Click here to read more



• January 27, 2010 > "Woman cut back more than men, survey says Reuters"
  Shoptalk
  Gender differences are playing out at stores and restaurants across the country, economically speaking. More women than men cut spending “moderately to significantly” last year – 72 percent of women versus 62 percent of men – according to a new survey being released by Empathica
  Click here to read more



• January 18 , 2010 > "Report outlines paradigm shifts in consumer taste"
  Pizza Marketplace.com
  The real opinions people rely on increasingly can be seen on Yelp, Facebook and even restaurant-oriented tools like Empathica's GoRecommend.
  Click here to read more



• January 13, 2010 > "Five keys to the food service industry in 2010"
  Today’s Restaurant
  When it comes to improving your business, success can only be defined as having your entire organization become far more customer-centric than it is now. Many brands kick off initiatives to get customer feedback and then once they have it become stalled in the early “data viewing” stage of what should be a comprehensive process.
  Click here to read more



• December 31, 2009 > "GoRecommend performing well for marketers"
  Bizreport.com
  The new Empathica tool, GoRecommend, which puts social consumers in the driver's seat for product reviews and recommendations is seeing strong growth in its first few months.
  Click here to read more



• December 23, 2009 > "Five keys to the foodservice industry in 2010"
  QSRWeb.com
  As 2009 comes to an end, food service operators must focus on how they will better connect with customers in the New Year and prepare for a successful 2010. Mike Amos, president and CEO of customer…
  Click here to read more



• December 23, 2009 > "High Street shoppers leave Christmas shopping to the last minute"
  Retailbulletin.com
  Almost half of consumers have put off some or all of their Christmas shopping as they believe prices are going to fall, according to a survey of 378 Christmas shoppers by Empathica.
  Click here to read more



• December 22, 2009 > "Study: Christmas shoppers trust social networking for
  gift inspiration"
  Retailcustomerexperience.com
  More than a quarter of consumers highly value their friends recommendations via social networking sites when shopping for Christmas gifts, according to a survey of 393 U.K. Christmas shoppers conducted by Empathica, a provider of customer experience-management (CEM) solutions.
  Click here to read more



• December 10, 2009 > "Blacks Leisure picks Empathica to deliver customer insight"
  ITbackbone.com
  Blacks Leisure Group, the leading outdoor goods retailer, is embarking on a customer insight programme in 208 of its Blacks and Millets stores, with Empathica, a customer experience management expert, in an effort to gain valuable customer feedback that will enable it to improve its customer service offering.
  Click here to read more



• November 2009 > "What do you recommend? Facebook looks to make more fans in the restaurant world"
  Franchise Times
  Empathica’s GoRecommend application offers franchise a new way to spread goodwill among restaurants and their customers. When it comes to franchise restaurants and marketing in social networking world, it’s not just about how many fans a chain’s Facebook has, but about how many fans those fans have. Enter Empathica.
  Click here to download the pdf of this article



• November 27, 2009 > "News: Knowing the customer is critical in a recession - Customer"
  The Wise Marketer
  During the recession, as retailers battle for consumers' ever-diminishing spending ...
  Click here to read more (membership login required)



• November 17, 2009 > "Boots Opticians Expands Customer Care Measure Program"
  www.marketing.co.uk
  Boots Opticians is expanding its Customer Care Measure (CCM) program with Empathica, a customer experience management expert, across the newly merged business with Dollond & Aitchison (D&A). The CCM program will provide valuable customer feedback that aims to help Boots Opticians to further improve its customer service offering across the whole business.
  Click here to read more



• November 13, 2009 > "Empathica Offers Instant Feedback for Retailers"
  Market Research Industry Online
  Customer Experience Management (CEM) solutions firm Empathica has launched a product that allows customers to provide instant feedback to retailers via text messaging. Empathica conducts more than 30 million customer surveys annually and delivers real-time, weekly, and monthly reports to more than 70,000 clients.
  Click here to read more



• November 12, 2009 > "Popeyes Louisiana Kitchen Spreads the Brand Word with
  Facebook App"
  Hospitality Technology
  Empathica provided Popeyes with GoRecommend, a Facebook application that allows customers to positively speak on behalf of the brand. GoRecommend automatically generates positive brand impressions compiled through guest recommendations.
  Click here to read more



• October 20, 2009 > "50 Canadian Companies Named to the 2009 Deloitte
  Technology Fast..."
  SYS-CON Media
  A total of 50 Canadian technology companies are being honoured today in the 2009 Deloitte Technology Fast 500(TM), a ranking of the fastest-growing North American technology, media, telecommunications and life-sciences companies, based on percentage revenue growth over five years.
  Click here to read more



• October 14, 2009 > "Empathica Launches Social Media Tool GoRecommend"
  ITbackbone.com
  Empathica a customer experience management expert today announced its new brand recommendation application GoRecommend.
  Click here to read more



• October 13th, 2009 > "ASDA Tunes Into Customer Feedback"
  Retail Technology Review
  ASDA has launched a new way to find out what its customers think of its 367 stores, using driveExperience from Empathica, a customer experience management expert. ASDA has introduced Empathica’s driveExperience solution to solicit feedback from its…
  Click here to read more



• October 12, 2009 > "The Power of WOW. How to Rock Your Customers’ Worlds"
  BusinessGenome.com
  I recently met Mike Amos, Founder, President and CEO of Empathica, a company that specializes in customer relationships and uses the tagline, “We Speak Customer.” He shared a couple of new directions in customer insight that companies can build into their strategic toolkit.
  Click here to read more



• October 8, 2009 >"Hot new Facebook tool for restaurants drives brand awareness"
  Pizza Marketplace.com
  zpizza, a health-conscious, Laguna Beach-based pizza chain, says it has dramatically increased brand awareness by using GoRecommend, a Facebook application that drives retail location traffic…
  Click here to read more



• October 2, 2009 >"Seek, Gather, and Respond"
  QSR Magazine.com
  Social-media networks provide quick-serves an opportunity to hear from their customers—and give them what they want.
  Click here to read more



• October 1, 2009 >"New Recommendation Option Pushing Positive Brand Impressions"
  BizReport.com
  This week marks the launch of a new social tool which could help brand marketers keep and maintain a more positive online image. Called GoRecommed, the Facebook tool was launched by Empathica and places 'net promoters' in a position to drive positive brand impressions from a single customer recommendation.
  Click here to read more



• September 28, 2009 > "Red Robin Calls in a Facebook Favor From 1,500 Fans"
  AdvertisingAge
  Casual-Dining Chain Uses Recommendation App to Turn Passive Customers Into Brand Ambassadors using Empathica’s GoRecommend...
  Click here to read the full story... 



• September 11, 2009 > "Selecting Customer Survey Questions"
  Retail Week
  An Empathica managing director Gary Topiol, who has worked with retailers including Boots and Asda to create customer surveys, says you need to ask a mixture of questions to get actionable information....
  Click here to read the full story...
  
  
• September 11, 2009 > "Five ways to build more loyalty"
  BizReport
  Gary Edwards, Executive Vice President of Client Services for customer experience management company Empathica offers these five tips on finding weak ...
  Click here to read the full story...
  
  
• September 8, 2009 > "Business Club: Competing on customer service"
  Telegraph.co.uk
  ... closer to their customers by better understanding their needs, says Gary Topiol, managing director of customer experience management group Empathica. ...
  Click here to read the full story...
  
  
• September 7, 2009 > "Asda collects store feedback from 250000 customers"
  Retail Week
  The supermarket is working with Empathica on the initiative to be able to monitor ... Empathica also supports a similar initiative in place at Boots.
  Click here to read the full story...
  
  
• August 7, 2009 > "Buying for Margin Rather than Assortment"
  By Paula Rosenblum, Managing Partner - Retail Systems Research
  In our continuing quest to understand what Winning Retail strategies will look like this holiday season, and the potential impact of a possible CIT collapse, we spoke with two different people last week, Gary Edwards, EVP of Empathica, a company that helps retailers measure and manage the customer experience…
  Click here to read the full story...
  
  
• August 7, 2009 > "Social Networking: The view from the C-suite"
  By Robert Angel and Joseph Sexsmith - Ivy Business Journal
  “It is about seeking to marry the virtual world to the actual world using social media,” we were told by Mike Amos, CEO of Empathica, a consumer-brand engagement measurement firm. So doing, he says, “can put the customer back out front.”
  Click here to read the full story...
  
  
• July 30, 2009 > "Mitchells & Butlers gets hungry for customer feedback"
  Retail Technology Review
  “Gary Topiol, Managing Director, Empathica UK, said, “In these times, retailers need to react more quickly to their customers’ changing demands and the only way to do so is to gain customer feedback and react to their changing expectations…”
  Click here to read the article...
  
  
• June 29, 2009 > "The mobile restaurant"
  FastCasual.com and PizzaMarketPlace.com
  Andrew Datars, VP of Product Management for Empathica, said when Smartphones first appeared, people were thinking....
  Click here to read the article in FastCasual and click here to read it on PizzaMarketPlace
  
  
• June 22, 2009 > "Empathica picks a new marketing leader" | InternetRetailercom Daily
  Customer experience management company Empathica has named Sherri Kolomayz as director of worldwide marketing. She will work in the company's To...
  Click here to read the article...
  
  
• June 15, 2009 > "Can You Hear Your Customers Now?"
  Convenience Store News Online - New York, NY, USA
  ... customer retention, according to a study of 150 companies by Empathica, a provider of customer experience management programs, and Aberdeen Group. ...
  Click here to read the article...
  
  
• June 11, 2009 > "Best customer service companies get feedback and act on it"
  HRmagazine.co.uk - London,UK
  Gary Edwards, EVP, Client Services, Empathica, said: "The harsh reality of a global economic recession has put companies under more pressure than ever to ..."
  Click here to read the article...
  
  
• June 11, 2009 > "Local, organic produce still hot restaurant trends"
  "You have to have relevant content," said Mike Amos, founder, president and chief executive officer of Empathica, a Mississauga...
  Click here to read the article...
  
  
• June 8, 2009 > "Research reveals link between customer feedback and business succes"
  IT-Director.com- Birmingham, UK
  Best-in-Class companies for customer feedback are 18 times more likely to increase customer satisfaction, and 44.5 times more likely to increase customer retention....
  Click here to read the article...
  
  
• March 6, 2009 > "Listen and Learn" : Read how Empathica captures over 100,000 customer voices for Boots UK!
  Click here to download the article.
  
  
• July 4, 2008 > “Aim to Please” : Read how Boots UK implemented a customer experience program from Empathica and achieved number 1 in the UK for customer satisfaction.
  Click here to download the article.