article: Are your retail stores rising to the occasion for Halloween?

According to NRF’s 2012 Halloween consumer spending survey, seven in 10 Americans plan to celebrate Halloween this year and they are expected to spend more than they did last year. Learn how you can ensure that your customers enjoy their Halloween shopping experiences.
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Posted in: Featured Resource What are the Best Practices for Setting Up & Running a Program

blog: 10 lessons learned from 10 years improving Customer Experience

Over 10 years working with leading global brands we’ve learned that sometimes it’s executing the basics well that allows brands to break through to new levels of success. Here are some of the key lessons we’ve taken from our retail and hospitality programmes on improving customer experiences.
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Posted in: Featured Resource What are the Best Practices for Setting Up & Running a Program

article: Highlights from the NG Customer Experience Summit

Empathica met with many delegates at the NG Customer Experience Summit and it was quite clear that a major challenge, regardless of industry, is how a brand can differentiate itself from the competition when products and services are becoming commoditized. One way is to provide your customers with unique and stand-out customer experiences that will lead to increased loyalty and advocacy.
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Posted in: What are the Best Practices for Setting Up & Running a Program

blog: Score a touchdown with Customer Experience

The cooler autumn weather and the children returning to school signal one thing for many households in America…the return of NFL football. It’s also around this time that many football fans begin to exhibit some interesting behavior. Premature championship celebration. After only a handful of games many fans are already preparing their Superbowl celebration party. However if there is one lesson I’ve learned as a lifelong football fan it’s that a handful of early season games is rarely a good predictor of the future. A full 16 game season can be long and it’s usually not the fast starting teams who win it all, but the most consistent.
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Posted in: Featured Resource What are the Best Practices for Setting Up & Running a Program

blog: Restaurant stakeouts for Customer Experience

There is one new show that has piqued my interest lately it’s called Restaurant Stakeout. The premise of the show is that an industry expert comes to visit a struggling restaurant armed with hidden cameras and other surveillance equipment. He becomes a fly on the wall and helps the struggling restaurant owners identify areas where they could improve.
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Posted in: Featured Resource What are the Best Practices for Setting Up & Running a Program

whitepaper: Managing the Guest Experience – the importance of sharing knowledge across locations

In a perfect world, location managers would intuitively understand how to adapt local guest experiences to the insights that are being reported through brand-wide customer feedback mechanisms. When guests indicate that a restaurant is failing to meet their expectations, the manager would leverage his or her experience with the brand to make the necessary adjustments.
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Posted in: Featured Resource What are the Best Practices for Setting Up & Running a Program