Scoring a great Customer Experience during the 6 Nations Tournament

Posted on February 14, 2013 by Gary Topiol

Empathica EMEA’s Gary Topiol advises on serving up outstanding hospitality experiences during the 6 Nations Tournament.
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Posted in What are the Best Practices for Setting Up & Running a Program? | Tagged CEM, customer experience management, customer feedback, food service, GEM, guest experience, guest experience management, local, location managers, restaurant, UK | Comments Off

10 lessons learned from 10 years improving customer experiences

Posted on October 24, 2012 by Gary Topiol

Over 10 years working with leading global brands we’ve learned that sometimes it’s executing the basics well that allows brands to break through to new levels of success. Here are some of the key lessons we’ve taken from our retail and hospitality programmes on improving customer experiences.
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Posted in What are the Best Practices for Setting Up & Running a Program? | Tagged advocacy, CEM, consumer insights, customer experience management, customer feedback, employee engagement, loyalty, Mobile, Public Sector, Retail, UK | Comments Off

How to develop a great brand? Start by asking the right questions

Posted on August 15, 2012 by Gary Topiol

Customer feedback is not about numbers; it’s about delivering great customer experiences. Empowering each frontline staff member to deliver great experiences is the best way to differentiate your brand in a challenging economy. Consumers remain cautious and selective about where they spend their money, so exceeding their expectations is more important for brand success than ever.
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Posted in What are the Best Practices for Setting Up & Running a Program? | Tagged active advocacy, advocacy, advocacy management, Advocates, Brand Advocacy, Brand Advocates, brand promise, CEM, CEM program, consumer insights, customer experience, customer experience insights, customer experience management, customer feedback, Food Services, loyalty, restaurants, UK | Comments Off

Cross-channel experience – the sum is greater than the parts

Posted on July 11, 2012 by Gary Topiol

Retailing today is far different than in years past. The journey that customers take have become more complex, and the number of ways a customer and a business can interact has grown: Click and collect, call centres, brick and mortar stores, online purchases, etc. The points along the customer journey today seem quite endless.

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Posted in Why Implement a Customer Experience Management Program? | Tagged advocacy, brand promise, customer experience, customer experience management, customer feedback, loyalty, Retail, UK | Comments Off

Sometimes good locations have bad days

Posted on May 17, 2012 by Gary Topiol

Whenever we think about the variability in our customers’ experience, it is tempting to consider just the differences between locations. Who are our best stores, how can we learn from them – who are our worst stores and how can they improve. The reality is that there is just as much variability in the experience within individual stores are there is between them – even our best locations have bad days.
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Posted in Why Implement a Customer Experience Management Program? | Tagged CEM, CEM program, customer experience, customer experience management, Mystery shopping, UK | Comments Off

Satisfaction is based on expectation – 7 steps to closing the gap

Posted on November 30, 2011 by Gary Topiol

When implementing CEM it’s important to think beyond simply the products and technology that will be in play, and look at what your brand is trying to accomplish from a programme standpoint.
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Posted in What are the Best Practices for Setting Up & Running a Program? | Tagged advocacy, CEM, customer experience management, customer feedback, loyalty, UK | Comments Off