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Catch your dissatisfied customers before they make a complaint
Fastcasual.com reveals several findings from the 2012 Tork Report which found that the vast majority (92 percent in fact) of U.S. consumers said they will complain about an unfavorable dining-out...
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How can Customer Experience Management transform your business?
With the advent of social media and the rise of mobile smartphone technology, consumers are in the driver’s seat, posting their customer experiences in permanent, online forums and providing instant...
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What to do when a customer has a bad experience at your store?
What do customers do when they receive a bad customer experience? They don’t get mad, they get even! Most of the time, your disgruntled customers won’t confront you directly. Instead, two things happen...
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How does this challenging economy affect retailers’ strategies?
In this video, Empathica’s Vice President of Marketing Bruce Warren shares industry trends and provides insights into how the economy is affecting retailers’ strategies today. Warren observes the...
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Recommendations for managing the Social Customer Experience
The following sections contain recommendations to drive social customer experience success. It is important to understand that the very nature of customer experiences constantly changes because of...
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Do you know what your customers are truly saying about you?
Social media is both good and bad news for brands — on one hand customers can quickly spread their good words about you, on the other hand they can air their negative opinions within seconds. In...
View ArticleWhy Combine Solicited and Unsolicited Customer Feedback?
Empathica’s 3rd Party Feedback and Text Analytics solution provides brands with an end-to-end view of multiple channels of customer feedback to drive action. A combination of structured surveys and...
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What drives your dealership business? Recommendations!
What happens when consumers need information to help drive their vehicle purchase decisions? They seek recommendations from their friends. Gone are the days when they turned to TV and print ads for...
View ArticleWhat are some trends in Customer Feedback and how is this changing Customer...
Listen to Dr. Gary Edwards, Chief Customer Officer, reveal some trends in customer feedback and how these trends are changing Customer Experience Management. In this video Gary explains: How...
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Are you ready for the truth? Time to tap into Customer Feedback on Social Media
Brands are eager to learn what customers think about their services and products and they want nothing more than open and honest customer feedback. Social media has made it easy for customers to share...
View ArticleWhat are the Challenges Facing Location Managers with Social Media Feedback?
Listen to Bruce Warren, Vice President of Marketing, speak about the challenges location managers in stores and restaurants face today. In this video Bruce talks about: Why current approaches in...
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Your customers may buy from you but would they vouch for you?
Building customer loyalty used to be a simple concept — it’s about getting it right the next time, every time. Furthermore, you want your customers to love every experience with you — to a point that...
View ArticleWhy do brands need to listen to the full spectrum of Customer Feedback?
Empathica’s Vice President of Product, Lee Kennedy speaks about the challenges and opportunities of structured and unstructured customer feedback. Learn how retailers and restaurateurs can use these...
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Your Brand Advocates are out there somewhere, all you need to do is find them
Selling a car used to be so simple — you walked into a dealership and you relied solely on the knowledge of the salesperson to help you determine which car was best for you. Then everything changed...
View ArticleSo What Exactly is Text Analytics?
Listen to Jason Dea, Director of Product Marketing, explain what Text Analytics and Natural Language Processing is. Learn how you can use these powerful solutions to: Gain insights gathered from...
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Five Ways You Can Reach The Digitally Connected Customer
Digital technologies have changed the way people share information and interact with brands. Consumer behavior is evolving so rapidly, how can brands keep up and reach these digitally connected...
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