Owning the moment

Now more than ever, retailers need to understand which moments within their customers’ journeys are those that can create the most delight and opportunity for competitive differentiation. If a retailer is able to correctly identify, own and act upon those moments then chances are good that a great customer experience will be the result.
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Authored by: Empathica
Posted in: What are the Best Practices for Setting Up & Running a Program?

Smashburger named America’s most promising company

Smashburger is a company that really understands the value of a great experience. From the beginning they understood that it took more than a great product to stand out, they had to create an experience that was not only good, but so great that it’s worth talking about.
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Authored by: Steve Prodger
Posted in: Why Implement a Customer Experience Management Program?

How to deliver a festive retail experience in 4 steps

Earlier this month, I had the opportunity to submit an article to Customer Experience Magazine. With the holiday shopping season in full swing I discussed how the rush of customers at the end of the year is both a great sales opportunity but also a time when customer experience is put to the test.
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Authored by: Steve Raher
Posted in: What are the Best Practices for Setting Up & Running a Program?

Mitchells & Butlers and Zizzi Wins in Peach Hero & Icon Awards 2011

The Peach Report announced the winners of this year’s Peach Hero & Icon Awards at the 2020 Peach Network Conference. Empathica’s customers, Zizzi and Mitchells & Butlers’ Harvester brand were among the winners announced.
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Authored by: Steve Raher
Posted in: Why Implement a Customer Experience Management Program?

Why are your customers, yours?

Why are your customers YOUR customers? How to make sure you can continually answer this question at every location, every day.
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Authored by: Empathica
Posted in: What are the Best Practices for Setting Up & Running a Program?

The power of Brand Advocates during the holidays

It’s almost mid-December as I sit here writing this post and I am wringing my hands because not only do I not have any of my shopping done yet but I hardly know where to start. My situation is probably very similar to many American males; procrastinate until shopping becomes a fire drill.
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Authored by: Empathica
Posted in: What do I Need to Consider When Choosing a Vendor?