Whitepapers

What’s New?

Keys to a Successful VoC Program

Industry: All Industry ebook

Keys to a Successful VoC Program Cover Page

 

Download ebook CEM Overview

Creating Memorable Patient Experience: How to Harness Patient Feedback to Drive Ongoing Improvements in Care

Industry: Healthcare

Creating a Memorable Patient Experience - web image

Download whitepaper Healthcare Industry Overview

Top 10 Tips for a Successful Global Customer Experience Programme

Industry: Retail/Food Service

Top 10 Tips_UK _whitepaper_To#5C0291

Download whitepaper Retail Market Overview Food Services Market Overview

 

Whitepapers by Categories

Food Services

Retail

Healthcare

Automotive

Public Sector

Banking & Insurance

General CEM & Advocacy Whitepapers

 

Whitepaper Summaries

Driving Action with Social Media Buzz – Food Services

Food Services Whitepaper

The challenge of traditional guest feedback is that it is changing, making it increasingly difficult for brands to understand the nature of what guests are thinking and feeling.

Download this paper and find out:

» How social media is changing guest behavior

» How to combine survey + social feedback to drive action

 

Download Report  CEM Solution Overview

 

Social CEM: Moving Beyond Loyalty to Customer Advocacy

CEM Whitepaper

Traditional, relatively passive Voice of Customer programs have the opportunity to evolve into highly actionable Social Customer Experience Management (Social CEM) solutions.

Download this whitepaper and learn about:

» The current state of Customer Experience Management

» The five challenges and implications for brands in a socially connected world

» Recommendations to manage the Social Customer Experience

Download Report  CEM Solution Overview
 

From Fickle to Fan: A New Approach to Driving Advocacy in Food Services

Industry: Food Services

Brands today face a big challenge when it comes to developing an understanding of guest loyalty and advocacy.

Download this whitepaper and find out:

» How your brand can use technologies such as “Big Data” to develop winning advocacy strategies

» The importance of understanding not only the “drivers” of loyalty but also the “drivers of the drivers”

»Why delivering consistent guest experiences at the local level is the first step to mobilize your brand advocates

 Download Whitepaper  Food Services Market Overview
 

Driving Action with Social Media Buzz – Retail

Retail Whitepaper

The challenge of traditional customer feedback is that it is changing, making it increasingly difficult for brands to understand the nature of what customers are thinking and feeling.

Download this paper and find out:

» How social media is changing customer behavior

» How to combine survey + social feedback to drive action

Download Report  CEM Solution Overview

Location Engagement Doesn’t Come from Reading Reports

CEM Whitepaper

Download this whitepaper, entitled “Location Engagement Doesn’t Come from Reading Reports,” to learn how to engage location managers to consistently deliver great customer experiences.

The whitepaper covers the following topics:

» The business impact of delivering consistently great front line experiences

» The unique challenges faced by location managers

» How to help turn good managers into great ones

Download Whitepaper  Empathica Local Product Overview
 

What is the Opportunity for “SoLoMo” (Social.Local.Mobile.) to Improve the Customer Experience

CEM & Advocacy Whitepaper

Social, mobile and local: “SoLoMo.” These are the terms that now define retail shoppers and restaurant guests. They discover the hottest brands through social media, they stay informed about product trends on their mobile phones, and they expect exceptional shopping and dining experiences from the local stores and restaurants they love. Is your customer experience in tune with these new customer behaviors?

Download this whitepaper and read the three smart ways on how you can connect with today’s consumers.

Download Report  CEM Solution Overview
 

A 3 Step Strategy for Delivering Exceptional Dining Experiences

Industry: Food Services

3 Step Strategy for Delivering Exceptional Dining ExperiencesDownload this food services industry whitepaper to learn how great location managers deal with the challenge of consistent execution, by managing the guest experience with:

» A guest experience program providing ongoing insights from real customers,

» Tools that support focused actions at each location,

» And, best practice knowledge sharing from the community of location managers.

Download Whitepaper  Food Services Market Overview
 

What is the Opportunity for “SoLoMo” (Social.Local.Mobile.) to Improve the Automotive Customer Experience

Industry: Automotive

These are the new battlegrounds for providing relevancy to today’s consumers. More than ever before, consumers are becoming empowered by the use of new technologies. These technology-savvy consumers are changing the rules of commerce and shifting the balance of power in their favor when it comes to the relationships they have with brands and manufacturers. This trend is especially important for big ticket purchases such as automobiles.

Is your customer experience in tune with these new customer behaviors?

Download this whitepaper and read the three smart ways on how you can connect with today’s automobile consumers.

Download Report Automotive Market Overview

10 Lessons Learned from a Decade Spent Improving Customer Experience

Industry: UK Public Sector

With public services opening up more to competition, and dealing with reduced budgets and stretched resources, this may be the perfect time for you to take the lessons learned from the private sector and leverage these for your business. Specifically the key learnings on how to improve customer experience and loyalty, drive improved productivity and manage cost reduction whilst closely measuring the potential impact on customer satisfaction.

Download this whitepaper to read the 10 key lessons Empathica has learned over the past decade, working as true partners with major retail brands.

Download Report  CEM Solution Overview
 

How Top Performers Use Outside Expertise to Improve Customer Experience Quality

CEM Whitepaper

Deep Dive Analyst Report on CEM and GEM

Customer Experience Management Report

 

 

This deep dive analyst report by Gleanster Research explores the reasons for engaging outside resources with specialized expertise for help in improving customer experience quality and the benefits that Top Performers are realizing as a result.

Read how you can leverage knowledge capital to gain a competitive advantage in high-touch industries like retail, restaurants and financial services.

Download Report  CEM Solution Overview
 

Focusing your Workforce on the Moment of Truth

Industry: Retail

 

What makes a legendary customer experience? How can retailers deliver an experience that is truly appreciated by their customers and demonstrates that they are listening? What can retailers do to ensure that they deliver the best possible customer experience?

In a whitepaper presented jointly by Axsium and Empathica, we asked 5,000 retail shoppers to tell us what makes a legendary customer experience. Their answers show that the retail workforce plays a significant role delivering on their expectations. In this paper, we examine the survey findings in detail.

Download Whitepaper  Retail Market Overview
 

Top 5 Trends in Retail for Improving Customer Service and Advocacy Management

Industry: Retail

Retail TouchPoints and Empathica Whitepaper: Top 5 Trends in Retail

As retailers navigate the “new normal,” they need to embrace technology to create emotional moments among shoppers and foster a culture of customer service.

In this paper by Retail TouchPoints and Empathica, read the whitepaper to find out what the top 5 trends in retail are today.

Download Whitepaper  Retail Market Overview
 

Today’s Connected Food Service Guest: Addressing the Opportunities of Social Media and Mobility

Industry: Food Services

Read the whitepaper and learn how food service brands need to strategize and execute and turn connected consumers into their biggest fans and, ultimately, a powerful voice for their brand.

Download Whitepaper  Food Services Market Overview
 

Constant Connectedness: How Mobile Technology and Social Media are Shaping the Retail Landscape

Industry: Retail

Retail WhitepaperRead the whitepaper and find out how retailers need to navigate new communication channels, and avoid being excluded from conversations that are essential for creating rich customer experiences and achieving bottom-line success.

Download Whitepaper  Retail Market Overview
 

Improving Customer Satisfaction in Retail Banking

Industry: Banking & Insurance

Retail Banking WhitepaperRead Empathica’s research on the impact of the current recession on banking clients and how today’s economy is shaping their choices.

Download Whitepaper  Banking & Insurance Market Overview
 

Driving Customer Advocacy: Giving Your Biggest Fans a Voice

Brand Advocacy Whitepaper

Driving Advocacy WhitepaperRead the whitepaper and find out how to use social media to cultivate your advocates in becoming your most trusted brand messenger.

Download Whitepaper  Advocacy Solution Overview