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?

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?

Cross-channel experience – the sum is greater than the parts

Retailing today is far different than in years past. The journey that customers take have become more complex, and the number of ways a customer and a business can interact has grown: Click and collect, call centres, brick and mortar stores, online purchases, etc. The points along the customer journey today seem quite endless.
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Authored by: Gary Topiol
Posted in: Why Implement a Customer Experience Management Program?

The impact of online behavior on luxury purchases

One of the most enjoyable parts of my work here at Empathica is being able to continue to lead some rather interesting consumer behavior research through our consumer insights panel.The latest study we published centered on luxury goods. We studied this topic because we were interested in what consumer behaviors were like in that market segment, and to see if today’s economic climate has had any impact on luxury purchasing.
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Authored by: Gary Edwards
Posted in: Why Implement a Customer Experience Management Program?

Bringing the 3 stakeholders of a Brand Promise together

There have always been three major stakeholders in creating and delivering the brands that we love - consumers, the brands themselves, and the locations that keep the brand humming. Unfortunately, over time those three groups have been pulled apart.
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Authored by: Steve Prodger
Posted in: Why Implement a Customer Experience Management Program?

Engaging the Social Consumer – millennials and banking

The hottest topic of the day seems to be the new behavior and expectations of Gen Y or the Millennial generation. This generation born in the 1980’s is the generation that is more likely to use a cell phone to send a Facebook message, than to place a phone call. They are also a demographic with tremendous purchasing power, which will continue to increase over time.
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Authored by: Empathica
Posted in: Why Implement a Customer Experience Management Program?