Score a touchdown with customer experience

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.
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Authored by: Empathica
Posted in: What are the Best Practices for Setting Up & Running a Program?

Restaurant stakeouts for customer experience

There is one new show that has piqued my interest lately it’s called Restaurant Stakeout. The premise of the show is that an industry expert comes to visit a struggling restaurant armed with hidden cameras and other surveillance equipment. He becomes a fly on the wall and helps the struggling restaurant owners identify areas where they could improve.
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Authored by: Steve Prodger
Posted in: What are the Best Practices for Setting Up & Running a Program?

Giving customers a voice

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.
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Authored by: Empathica
Posted in: Why Implement a Customer Experience Management Program?

How to create customer dialogue and reduce survey fatigue

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?
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Authored by: Empathica
Posted in: What are the Best Practices for Setting Up & Running a Program?

Back-to-school; a chance for retailers to earn a few A’s in customer satisfaction

Figures have historically shown that September is a month when retailers should be drawing customers into stores, as parents hit the shops ahead of the new term. In September 2011, retail volumes grew 0.6% month on month due to back to school and university purchases. It will be interesting to see if this year differs.
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Authored by: James Bolle
Posted in: Why Implement a Customer Experience Management Program?

How to handle negative comments in social media

One of the most common questions I receive is about how a brand should combat negative comments in social media.
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Authored by: Brennan Wilkie
Posted in: What are the Best Practices for Setting Up & Running a Program?