Thanksgiving is around the corner and with it comes lots of turkey, football, and the official kick-off to the holiday shopping season. However, for many consumers the turkey dinner on Thursday isn’t the highlight of the holiday. For them the highlight is black Friday, the shopping day that follows.
Posted in What are the Best Practices for Setting Up & Running a Program? | Tagged active advocacy, advocacy, CEM, customer experience, customer experience insights, customer experience management, customer feedback, customer journey, local, location managers, Retail | Comments Off
Whether on the basketball court or in the game of retail, consistency is often the key to rising above the competition. However, maintaining a level of consistent execution can be a challenge. CEM programs focus on helping brands to first uncover what elements are most important to a great experience, and also help brands with action driving tools to make sure those key elements are delivered on in a consistent manner.
Posted in How do I Build Loyalty, Advocacy & Acquire More Customers? | Tagged brand promise, CEM, customer experience insights, customer experience management, location managers, Retail, Social CEM | Comments Off
The cooler autumn weather and the children returning to school signal one thing for many households in America…the return of NFL football. It’s also around this time that many football fans begin to exhibit some interesting behavior. Premature championship celebration. After only a handful of games many fans are already preparing their Superbowl celebration party. However if there is one lesson I’ve learned as a lifelong football fan it’s that a handful of early season games is rarely a good predictor of the future. A full 16 game season can be long and it’s usually not the fast starting teams who win it all, but the most consistent.
Posted in What are the Best Practices for Setting Up & Running a Program? | Tagged CEM, customer experience, customer experience management, customer surveys, Empathica Local, employee engagement, prescriptive reporting, Retail | Comments Off
It is one of the oldest adages in business – “the customer is always right.” While this is true in most circumstances, there is also a missing other side of that statement that also holds true – “customers want to be heard.” This is supported by the consumer insights research that we do here at Empathica. Interestingly we have found that most customers are willing to provide feedback to the brands they frequent in some manner. In fact, a recent consumer insights study we ran showed that up to 85% of consumers are willing to provide feedback to the restaurants and retailers they frequent.
Posted in Why Implement a Customer Experience Management Program? | Tagged active advocacy, Brand Advocacy, CEM, CEM program, consumer insights, consumer insights panel, customer experience, customer experience management, customer surveys, Food Services, restaurants, Retail, Surveys | Comments Off
As a father of a toddler I’m no stranger to fatigue. Interestingly that also plays into one of the most common questions I get asked when it comes to customer experience management – What are some ways to reduce the risk of survey fatigue on the part of consumers?
Posted in What are the Best Practices for Setting Up & Running a Program? | Tagged CEM, customer experience, customer experience insights, customer experience management, customer feedback, customer surveys, loyalty | Comments Off
I’ve been spending the summer trying to fine tune my fitness and running regimen. In doing so, I’ve come to realize that many of the best practices associated with fitness can also be applied to the world of customer experience. One example that comes to mind is an adaptation of a saying I hear quite often in my running group – great customer experiences are a marathon, not a sprint.