Retail Week Conference 2011

Post Event Report

Empathica was very pleased to be a sponsor and a speaker at the biggest ever Retail Week Conference on 16th-17th March in London that attracted many key figures from the industry.

The consensus from the thought provoking sessions was that the retail environment has changed substantially in recent years and will continue to evolve in a challenging economic climate. Increasingly, more focus will be placed on improving the experience of the customer who is becoming more mobile, more social on the social media scene and more interactive with retailers in an ever more complex multi-channel manner. The importance of values, trust and thinking locally is emerging as key elements for retailers to harness going forward.

Event Learning 1: Differentiating through Excellent Customer Experience

Differentiating through excellent customer experience was a subject of a panel session at the Retail Week Conference chaired by Declan Curry and with executives from Majestic Wine, Harvey Nichols, Empathica’s established client, Comet, and our Managing Director for EMEA, Gary Topiol as panellists. Watch the recorded panel session to learn how customer experience is a key differentiator for each of these brands.

Event Learning 2: The Art of Customer Service is Evolving Drastically

The art of customer service is evolving drastically and the Retail Week Conference was a great venue to facilitate discussion on this topic. In this video from the event, hear Gary’s thoughts on the conference and his key take-aways on community and art of localizing customer service in order to deliver an exceptional in-store customer experience.

Empathica has extensive understanding of managing customer experience in a multi-unit and multi–channel environment, and harnessing the power of social media by facilitating positive recommendations. We think local – help stores deliver consistent experiences through our location-specific, action-focused dynamic reporting, and social – help mobilise your advocates by giving them a platform to voluntarily share their great experiences with your brand, store or product on Facebook and Twitter via GoRecommend. So far, personal recommendations of our clients’ advocates have reached over 60 million of their friends and followers!

Today, more than ever, the experience is the message.

We have developed a comprehensive set of solutions based on real customer feedback to help you achieve operational excellence and drive this “message” across all of your locations – please see how here.