Don’t Bank on the Weather – but Great Customer Experience Will Always Pay Off!

Empathica’s Steve Raher advises on how to serve up outstanding hospitality experiences over bank holiday weekends, whatever the weather.
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Authored by: Steve Raher
Posted in: What are the Best Practices for Setting Up & Running a Program?

Putting the Metrics Cart Ahead of the Action Horse

One of the most common questions I get asked with regards to managing the customer experience is — with the abundance of data available, what is the most important metric for brands to track when it comes to customer experience? The customer experience is not just about the scores; an effective customer experience management program is about driving new behavior.
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Authored by: Steve Prodger
Posted in: What are the Best Practices for Setting Up & Running a Program?

Digital Darwinism and Customer Feedback

"Digital Darwinism" is a term that’s emerged to describe this phenomenon; an age where technology and society have been evolving too quickly for some brands to adapt. The list of casualties is an impressive one. Borders, Blockbuster, Polaroid, Kodak, HMV and others have been unable to keep pace with rapidly changing consumer behaviors and expectations. How does your brand keep up with drifting customer needs?
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Authored by: Brennan Wilkie
Posted in: What are the Best Practices for Setting Up & Running a Program?

Scoring a great Customer Experience during the 6 Nations Tournament

Empathica EMEA’s Gary Topiol advises on serving up outstanding hospitality experiences during the 6 Nations Tournament.
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Authored by: Gary Topiol
Posted in: What are the Best Practices for Setting Up & Running a Program?

A Guest Experience worth sharing

One of the challenges that local restaurant managers have is that with the hustle and bustle of day to day operations it’s difficult to stay on top of staff to ensure they are doing all the little things that make a difference all the time. That’s where the action driving capabilities of today’s CEM solutions can come in to play.
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Authored by: Steve Prodger
Posted in: What are the Best Practices for Setting Up & Running a Program?

Reflections on NRF and a look ahead to 2013

In this article, the Dr.Gary Edwards shares valuable takeaways from the National Retail Federation 2013 event and makes bold predictions for 2013.
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Authored by: Gary Edwards
Posted in: What are the Best Practices for Setting Up & Running a Program?