About Empathica EMEA
We Believe that Everyone Deserves to Love Where they Work, Shop and Dine
Empathica empowers employees and customers of leading brands to create places they love; turning transactions into great experiences, employees into owners and customers into advocates.
Empathica’s unique experience in working with the world’s most respected multi-unit brands in the retail, food services, banking, petro and hospitality sectors ensures that we bring customer experience management best practice to our EMEA clients. We will deploy our skills and experience to ensure that your customers are motivated and incentivised to provide robust levels of feedback at every location, staff are fully engaged and enthusiastically embrace the programme “as their own” and the feedback we receive is brought to you with genuine business insights by our skilled Account Management Team.
Our bespoke Customer Experience Management programme has the robustness and power to engage your staff at all levels, turning insight into positive action, and attracts customers to your locations by mobilising advocacy in social media via GoRecommend. This unique patent-pending tool enables those customers that have a great experience with your brand to turn “intent to recommend” into actual recommendations shared with their networks on Facebook, Twitter and via email.
Our Benefits
- Our UK-based dedicated Account Team: working as a partner to you at both strategic and tactical levels, helping you to transform good experiences into great ones
- Highly Advanced Customer Feedback Programmes: drive decision making and action at all levels of your organisation based on robust levels of real customer feedback
- Model Your Customer Experience: using Advanced Loyalty Modelling to identify key drivers of customer loyalty to your brand and critically, the pathways to delivering those drivers
- Drive Real-Time Survey Responses: an innovative solution that will drive real-time survey responses via the latest web, freephone, text and mobile technologies
- A £400,000+ Sweepstakes Programme: help increase and maintain a high level of on-going response rates from all customer segments at no additional programme cost.
- A Robust Reporting Site: an easily configurable reporting site, capable of hosting multiple hierarchies (e.g. location type, area, brand)
- “Bespoke” Reporting: designed to drive focused action and positive change within your locations
- Drill Down / Break Scores by Key Customer Segments: to look at any significant variation in scores, with possible ad-hoc analysis to investigate key questions
Awards
Recent Awards
See more awards
Management Team
Connect with our Experts
- Gary Topiol | Managing Director for EMEA |
- Steve Raher | Business Development Director for EMEA
- Nan Russell | International Development Director | Birmingham, UK
- James Bolle | Senior Director of Client Services for EMEA
- Sue Hedaux | Customer Champion
Visit Member Profiles
Video Centre
Thought Leadership on Customer Experience & Advocacy
- The Importance of Choosing the Right CEM Partner | A Client Video Interview
- What is the Customer Feedback Journey in a CEM Programme? | A Client Video Interview
- Focus on the Experience to Build Long Term Customer Loyalty | Speaking Session at Retail Bulletin Customer Loyalty Conference 2012 |
- Taking Customer Experience to a New Level: Waitrose | A Client Video Interview |
- The Art of Customer Service | An Interview with Gary Topiol, Managing Director |
- Driving Brand Loyalty & Advocacy | Speaking Session at Retail Bulletin Customer Loyalty Conference 2011 |
- Differentiating through Excellent Customer Experience | Panel Session at Retail Week Conference 2011 |
- The Art of Customer Service is Evolving Drastically | Event Interview at Retail Week Conference 2011 |
Visit the Video Centre
EMEA Events
Get Connected at Events
- Customer Loyalty Conference 2013 | June 12, 2013
- Re-Imagining Customer Feedback to Drive Action | Recorded Webinar
- Customer Loyalty Conference 2012 | Post Event Report
- Peach Network’s Marketing & Insights Seminar 2012 | Post Event Report
- Retail Week Conference 2012 | Post Event Report
- Retail Bulletin Customer Loyalty Conference 2011 | Post Event Report
- Retail Week Conference 2011 | Post Event Report
Visit the Event Centre
EMEA Resources
Report and Whitepaper Resources
- A 3 Step Strategy for Delivering Exceptional Hospitality Experiences | Whitepaper |
- Top 5 Trends in Retail for Improving Customer Service and Advocacy Management | Whitepaper |
- Location Engagement Doesn’t Come by Reading Reports | Whitepaper | |
Press Releases
Recent Announcements
Empathica Launches New Social Features for Customer Experience Managers
March 20, 2013
Change of Direction for Odeon Customer Service Management
December 11, 2012
Empathica Celebrates Three Years of Converting Satisfied Customers Into Active Brand Ambassadors
December 4, 2012
Empathica Wins Bronze for Best in Biz Awards 2012
November 15, 2012
Customer Insight Drives Experience at Ask Italian
November 6, 2012
‘How Did We Dough Today?’ – Krispy Kreme Focuses on the Customer Experience with New Feedback Programme
October 23, 2012
CEM Expert ‘Goes Public’ with Lessons From Retail
August 31, 2012
Empathica Sponsors World Retail Congress 2012
August 31, 2012
Empathica Helps Drive the Customer Experience at Halfords
August 7, 2012
Debenhams &Empathica Recognised for Best Use of Social Media to Enhance Loyalty
July 24, 2012
Iceland Focuses Strategy Around Real Customer Feedback
July 10, 2012
New Real-Time Social Advocate Feed Bolsters Empathica’s ‘GoRecommend’ Solution with More Visible Social Recommendations
June 7, 2012
Beware of “Analysis Paralysis”, Empathica Expert Warns at Customer Loyalty Conference
May 28, 2012
Why Getting Feedback From Real Customers is a “No-brainer” for Brains
May 22, 2012
In the News
Recent Articles
Analysis: Digging Out the Customer Data
December 7, 2012 | Retail Bulletin – UK
Serving Up a Helping of Christmas Cheer
December 6, 2012 | Customer Experience Magazine – UK
Customer Insights Drive Experience at ASK
December 6, 2012 | Customer Experience Magazine – UK
Waitrose – Measuring the Magic
December 5, 2012 | Customer Experience Magazine – UK
Odeon to Overhaul Customer Experience
December 4, 2012 | Marketing Week – UK
Empathica Feeds Back for Ask
November 13, 2012 | Peach Report – UK
Ask Italian Uses Customer Feedback to Evolve its Restaurant Brand
November 6, 2012 | EatOutMagazine.co.uk – UK
Make Your PoP Marketing Music to Shopper’s Ears
October 31, 2012 | Marketing Week – UK
Q&A: Catherine Salloux, Ask Italian Marketing Director
October 29, 2012 | Marketing Week – UK
Krispy Kreme Launches Feedback Programme
October 25, 2012 | Retail Technology – UK
Krispy Kreme Focuses on Customer Experience with New Feedback Programme
October 23, 2012 | The Retail Bulletin -UK
Five Things the Public Sector Can Learn From the Retail Industry About Service
August 31, 2012 | PublicService.co.uk
How to Get Customers to Do Your Marketing
August 29, 2012 | The Peach Report – UK
The New Word of Mouth
August 23, 2012 | Marketing Week – UK
Retail Franchises Are Roaring, Says New Franchise Direct Report
August 21, 2012 | Franchise Direct
Halfords Auto Driving Customer Experience with Feedback Program
August 8, 2012 | Retail Customer Experience
Hotel Chocolat Signs Up For Customer Insight From Empathica
August 4, 2012 | The Grocer – UK
How Do I Ensure My Customers Have a Good Experience In-store During the Olympics
July 13, 2012 | Retail Week UK
Iceland Turns to Social Brand Advocates
July 12, 2012 | Marketing Week – UK
New ‘My Iceland’ Campaign Gets Frozen Food Retailer Closer to Customers
July 11, 2012 | Retail Times – UK
Grocer Iceland Puts Service Centre Stage Alongside Value
July 6, 2012 | Retail Week – UK
What is SoMoLo and How is it Disrupting Customer Experience?
July 11, 2012 | Customer Experience Magazine – UK
Mind the [Information] Gap
July 1, 2012 | Peach Report – UK
Retail Bulletin Customer Loyalty Conference 2012
June 15, 2012 | The Retail Bulletin – UK
Star Performers Receive More Than Applause
June 7, 2012 | Marketing Week – UK
Customer Feedback is Essential to Improving In-store Experiences and Creating Loyalty
May 16,2012 | The Retail Bulletin – UK
Empowering a Generation Y Workforce for Great Customer Experience
May 4, 2011 | Customer Experience Magazine – UK
Customers Are Working Harders, so Retailers Must Too
May 1, 2012 | Loyalty Magazine – UK
Contacts Us
Sales & Media Contact Points
Empathica EMEA OfficeOne Victoria Square Customer Support Sales |
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Media InquiriesHeather Power |
