What makes you different? How to get Strategic Insights from Feedback

We live in an age of information. More than just an interesting sounding catchphrase, businesses today are sitting on vast amounts of data, more than any other point in history. Data tracking internal processes, data tracking supply chains, and data tracking customers amongst others.
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Authored by: Brennan Wilkie
Posted in: What do I Need to Consider When Choosing a Vendor?

Weight loss, focus and local experiences

It’s interesting that achieving success in a weight loss program can mirror what it takes to drive improvements in customer experience as well. Namely, focus.
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Authored by: Empathica
Posted in: What do I Need to Consider When Choosing a Vendor?

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: Empathica
Posted in: What do I Need to Consider When Choosing a Vendor?

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?

Perfecting the brand promise in the location

One key component of the customer journey and where the most critical moments typically occur is inside the walls of a brand’s locations. Whether a retailer, or local pub or restaurant, it is within these locations where brands must tell a consistent and compelling brand story.
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Authored by: Steve Raher
Posted in: What do I Need to Consider When Choosing a Vendor?