blog: 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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Posted in: Featured Resource What are the Best Practices for Setting Up & Running a Program

video: Why Combine Solicited and Unsolicited Customer Feedback?

Listen to Jason Dea, Director of Product Marketing, answer the question of why it is important to combine both solicited and unsolicited feedback to improve the customer experience.
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Posted in: Featured Resource What are the Best Practices for Setting Up & Running a Program

blog: 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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Posted in: Featured Resource What are the Best Practices for Setting Up & Running a Program

whitepaper: Curious to find out how to sift through Big Data to find real customer insight?

With the explosive growth of social media feedback, there is an abundance of sources you can pull customer insights from. In the first section of this whitepaper “Driving Action with Social Media Buzz - Food Services,” we discuss the challenge brands face when it comes to finding the appropriate needles of insights in the haystacks of reviews and how you can put all your guest feedback into the right context
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Posted in: What are the Best Practices for Setting Up & Running a Program

blog: 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 behaviours and expectations. How does your brand keep up with drifting customer needs?
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Posted in: Featured Resource What are the Best Practices for Setting Up & Running a Program

whitepaper: 5 challenges for brands in a socially connected world

In this section of the “Social CEM: Moving Beyond Customer Loyalty to Customer Advocacy” whitepaper, it discusses the five challenges and implications for brands in socially connected world.
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Posted in: Featured Resource What are the Best Practices for Setting Up & Running a Program