Sometimes good locations have bad days

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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Authored by: Gary Topiol
Posted in: Why Implement a Customer Experience Management Program?

Does Advocacy make a financial impact?

One of the most common questions I get asked is around what the value of an advocate really is and what type of impact active advocacy can have on a brand’s bottom line.
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Authored by: Gary Edwards
Posted in: Why Implement a Customer Experience Management Program?

5 ways to focus CEM on actions not insights

“What is the one thing that can make the biggest difference to my customers today?” - This is a seemingly innocuous question, but one that can have far-reaching impact. For local managers this is likely a question they ask themselves every day. Their job is to motivate and guide their staff to deliver great branded experiences, and coach them on the little things to focus on to make the biggest impact for their customers.Getting to the answer to that simple question however, is all too often anything but simple.
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Authored by: Brian Jones
Posted in: What do I Need to Consider When Choosing a Vendor?

4 Steps to brand growth in the age of Social Media

You know a concept has reached the mainstream once you see it discussed on a morning news talk show.There I was preparing my breakfast while enjoying my usual morning chat show and low and behold the topic of social media came up. The interesting thing about the discussion was not that they were talking about social media (Facebook has long been a topic of fascination for the world at large for the past few years), but that the guest commentator was chatting about how the best way for brands to take control of their image on social media is to get ahead of it by encouraging positive chatter from their fans.
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Authored by: Emmanuel Probst
Posted in: What are the Best Practices for Setting Up & Running a Program?

Stop seeing social media as a problem

Up until recently many brands seemed quite unsure with regards to social media and how to approach it. These days most people have heard about some of the horror stories of social media. We’ve all seen them - a marketing campaign gone sideways, bad employee behaviour caught on YouTube, an executive tantrum gone viral.
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Authored by: James Bolle
Posted in: What do I Need to Consider When Choosing a Vendor?

Smashburger’s recipe for great customer experience

Connecting with guests through great branded experiences is something that every restaurant brand strives to do. However not all of them are able to get that recipe right. When they do, they are easy to find and guests notice.
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Authored by: Steve Prodger
Posted in: What do I Need to Consider When Choosing a Vendor?