Change of Direction for Odeon Customer Service Measurement

Birmingham, UK – December 11, 2012 – ODEON – the largest cinema chain across the UK and Ireland – has today introduced a new customer insight strategy set to drive its business forward, spearheaded by the appointment of new Commercial Director Andy Edge. Edge has implemented the ‘My ODEON’ programme, developed in partnership with customer experience management […]

Empathica Celebrates Three Years of Converting Satisfied Customers Into Active Brand Ambassadors

Social Media Advocacy solution GoRecommend™ mobilizes great customer experiences to over 150 million friends and followers Toronto, Ontario, Canada – December 4, 2012 – Empathica Inc., a leading global provider of Social Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises in retail, food services, banking, petro and hospitality sectors, celebrates three […]

Empathica Wins Bronze for Best in Biz Awards 2012

Customer experience management program Empathica Local™ recognized as a best new product of the year Toronto, Ontario, Canada – November 15, 2012 – Empathica Inc., a leading global provider of Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises in retail, food services, banking, petro and hospitality sectors, has been named a […]

Customer Insight Drives Experience at Ask Italian

Birmingham, UK – November 6, 2012 – Restaurant chain, ASK Italian, has announced that insights based on customer feedback will help shape the evolution of the brand as the business continues on its path of transformation. Forming a key part of the brand’s journey towards bringing Italy to life throughout all aspects of its business, […]

Webinar: How Social Media Can Help Drive Local Action

Co-hosted by Empathica and QSR Magazine, the webinar will address how restaurants can turn online mentions into improved customer experience Toronto, Ontario, Canada – October 25, 2012 – Empathica Inc., a leading global provider of Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises in retail, food services, banking, petro and hospitality […]

Mystery Shoppers Replaced by Real-Time Customer Feedback

Empathica Launches New Zealand and Australia Offerings October 17, 2012 – Old school once-a-month mystery shopper programmes are well past their use-by date as a tool to understand and improve customer satisfaction, according to Empathica ANZ managing director, Andrew Baird. “It’s a model that served its purpose for many years,” says Baird and as an operational […]

Empathica Recognized for the Third Consecutive Year as One of the Achievers 50 Most Engaged Workplaces in Canada

Prestigious annual award acknowledges Empathica’s ongoing commitment to employee engagement Toronto, Ontario, Canada – September 20, 2012 – Empathica Inc., a leading global provider of Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises in retail, food services, banking, petro and hospitality sectors, today announced its recognition as one of the Achievers […]

Empathica Sponsors World Retail Congress 2012

Birmingham, UK – August 31, 2012 – Empathica, a leading global customer experience management (CEM) solutions provider, has announced it will be an official sponsor of the World Retail Congress, to be held at London’s ExCel on 19th-21st September 2012. Now in its sixth year, the event will bring together over 1,000 senior executives from […]

CEM Expert ‘Goes Public’ with Lessons From Retail

Birmingham, UK – August 31, 2012 – Empathica, a leading global customer experience management (CEM) solutions provider, has announced it will be an official sponsor of the Excellence in Customer Service event, to be held at London’s Barbican on 26th September 2012. Empathica will be sharing best practices and lessons learned from their extensive private sector experience […]

Empathica to Sponsor the 2012 Retail Customer Experience Executive Summit

Empathica to Sponsor the 2012 Retail Customer Experience Executive Summit. Presented by Retail Customer Experience, the summit offers interactive sessions that delve into topics that are on the minds of retailers today Toronto, Ontario, Canada — August 3, 2012 – Empathica Inc., a leading global provider of Customer Experience Management (CEM) solutions to the world’s most […]

Empathica Helps Drive the Customer Experience at Halfords

Birmingham, UK – August 7, 2012 – Halfords Autocentres is now working with Empathica, the industry leader in customer experience management (CEM) solutions, to run its new CEM programme across its extensive network of Autocentres, after Halfords retail stores successfully implemented the programme last year. Replacing a mystery shopping programme, the new solution invites customers to […]

Debenhams & Empathica Recognised for Best Use of Social Media to Enhance Loyalty

Birmingham, UK – July 24, 2012 – The leading store department group Debenhams has won the Best Use of Social Media to Enhance Loyalty award for its work with Customer Experience Management (CEM) expert Empathica and their GoRecommend™ social media advocacy application at the 2012 Loyalty Awards. The app, which makes it easy for brand advocates […]

Study: One in 10 Smartphone Owners Have Written a Review on a Website or Social Media Platform While In-Store

Empathica research indicates restaurants and retailers need to prepare for mobile and social media engagement as higher than expected amounts of patrons are reading and writing mobile reviews, comparing prices and scanning QR codes. Toronto, Ontario, Canada — July 17, 2012 — Empathica Inc., a leading global provider of Customer Experience Management (CEM) solutions to the world’s […]

Iceland Focuses Strategy Around Real Customer Feedback

Birmingham, UK – July 10, 2012 – Frozen food specialist Iceland has announced a new direction in their customer strategy focused on feedback from real consumers about their experiences with the retailer. The ‘My Iceland’ programme, developed in partnership with customer experience management (CEM) experts Empathica, is designed to capture feedback from Iceland customers and identify […]

Webinar: How to Engage Millennials for Financial Services

Empathica and the Business Development Institute reveal effective marketing strategies for banks and financial service institutions Toronto, Ontario, Canada – June 19,  2012 – Empathica Inc., a leading global provider of Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises in retail, food services, banking, petro and hospitality sectors, announced today a […]

While 85 Percent of Shoppers Provide Feedback, Few Believe it Will Have an Impact

Despite high levels of engagement, a study of big box retail consumers reveals that only two in five consumers believe retailers value their input and only 29 percent believe it is acted upon. Toronto, Ontario, Canada — June 14, 2012 — Empathica Inc., a leading global provider of Customer Experience Management (CEM) solutions to the world’s most […]

New Real-Time Social Advocate Feed Bolsters Empathica’s ‘GoRecommend’ Solution with More Visible Social Recommendations

Empathica’s social media advocacy solution connects brands to the social graph by identifying brand advocates and mobilizing them to share positive experiences. Toronto, Ontario, Canada — June 7, 2012 — Empathica Inc., a leading global provider of Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises in retail, food services, banking, petro and hospitality […]

Webinar: What Separates the Winners from the Losers in the Grocery World?

Empathica experts reveal how to increase sales and turn existing customers into loyal brand advocates Toronto, Ontario, Canada — May 31, 2012 — Empathica Inc., a leading global provider of Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises in food services, retail, banking, petro and hospitality sectors, announced today a webinar entitled “What […]

Big Box Retailers are Earning Visits on Price, But Losing on Great Experiences Say Majority of American Consumers

Although almost all consumers shop big box retailers, Empathica Consumer Insights Panel found only 38 percent of consumers report that big box retail employees appear to be enjoying their jobs. Toronto, Ontario, Canada — May 31, 2012 — Empathica Inc., a leading global provider of Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises […]

Beware of “Analysis Paralysis”, Empathica Expert Warns at Customer Loyalty Conference

Birmingham, UK – May 28th, 2012 — Marketers, retail operations executives and customer insight practitioners are to be given valuable insights into how brands can foster true customer loyalty and brand advocacy at the annual Customer Loyalty Conference (13th June) from a range of industry leaders. Gary Topiol, EMEA managing director at Empathica, the UK’s […]

Why Getting Feedback From Real Customers is a “No-brainer” for Brains

Birmingham, UK — May 22nd, 2012  — SA Brain and Co Ltd, a drinks and hospitality company operating more than 250 pubs, bars and hotels throughout the UK, has increased their company focus on driving operational excellence based on insights gained from real customer feedback. The company – recently highly commended at the Publican Awards […]

Three Out of Four Top Performers Leverage Outside Expertise to Enhance the Customer Experience

The latest Gleanster Deep Dive report shows that access to third-party data, tools, services and insights on industry best practices delivers an important customer experience advantage in high-touch industries like retail, restaurants and financial services. Toronto, Ontario, Canada – May 8, 2012 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to […]

Empathica Continues to Climb Ranks of Canada’s Top Information Technology Companies

Branham300 ranks Empathica as a top technology brand for the third year in a row, this year’s rank up four from last year. Toronto, Ontario, Canada – April 26, 2012 — Empathica Inc., the global leader of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, announced today that it […]

Smashburger Accelerates Customer Satisfaction with Empathica Local

Smashburger increased guest satisfaction by 5.5 percent and gained an additional 8 percent improvement in focus areas – within just two months of piloting the Empathica Local™ CEM program. Toronto, Ontario, Canada – April 25, 2012 — Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most […]

Empathica to be featured on 21st Century Business Television

Empathica to be featured on 21st Century Business Television, April 11, 2012 Click Here for Airing Schedule Boca Raton, FL — April 10, 2012 — Multi-Media Productions (USA), Inc. is pleased to announce that Empathica will be airing on 21st Century Business on CNBC (as paid programming). Empathica, a leading provider of Customer Experience Management […]

Empathica Showcases the New Empathica Local™ at the 2012 Restaurant Leadership Conference

New CEM product provides multi-unit location managers with relevant customer insights on: what areas of their business they need to improve for customers; actionable plans and best practice coaching tools. Toronto, Ontario, Canada – March 26, 2012 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the […]

Empathica Launches Game Changing Customer Experience Product for Location Managers

Built on patent-pending prescriptive reporting technology, Empathica Local provides multi-unit location managers with relevant customer insights on what areas of their business they need to improve for customers, actionable plans and best practice coaching tools — giving brands the power to deliver a great experience across multiple locations. Toronto, Ontario, Canada — March 22, 2012 […]

Empathica Product Launch Set to Transform Customer Experience at Local Level

Birmingham, UK — March 22, 2012 — Empathica, a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, today announced the launch of Empathica Local™, a new CEM product to help managers deliver consistent and memorable customer experiences at their restaurants, pubs, retail locations and banks. Built on […]

Waitrose Takes Customer Experience to a New Level

Birmingham, UK – March 13, 2012 — Waitrose has demonstrated its commitment to continuous improvement of customer satisfaction by launching a customer experience management (CEM) programme with Empathica, the UK’s leading CEM provider. Replacing their current mystery shopping initiative, the new programme will be designed to assess the customer experience in Waitrose shops even more […]

Empathica to Exhibit at International Franchise Association Annual Convention

At the event, Empathica will share best practices in Social Customer Experience Management (SCEM) and how franchise professionals can increase active advocacy at each of their locations. Toronto, Ontario, Canada– February 7, 2012 — Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, announced […]

Study Shows Nearly One in Three Luxury Consumers Bragged About Getting a Good Deal

The latest Empathica Consumer Insights Panel survey report also found that 28% of consumers said they tell others about their luxury purchase through social media sites such as Twitter, Facebook, or blogs. Toronto, Ontario, Canada — February 02, 2012 — Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the […]

The Power of Advocacy: Empathica’s GoRecommend Recognised by the Chartered Institute of Marketing

Birmingham, UK – January 13, 2012 – The Chartered Institute of Marketing (CIM), the leading international body for marketing and business development, has recently announced Empathica as a finalist in their prestigious 2011 Marketing Excellence Awards. “Finalists for this year’s Awards exemplify marketing excellence across the public and private sector,” notes the CIM. “We have […]

Survey Shows One in Three Consumers Made a Luxury Purchase Within the Last Six Months

The Empathica Consumer Insights Panel also found a large variation among income groups in how much consumers would need to earn to consider themselves wealthy. Toronto, Ontario, Canada – January 12, 2012 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to some of the world’s most respected brands, announced today that […]

Empathica to Exhibit at NRF’s Retail BIG Show Annual Convention & EXPO in New York City

At the event Empathica will offer attendees the latest insight into Social Customer Experience Management, or Social CEM, and how today’s retailers can create more active brand advocates. Toronto, Ontario, Canada – January 11, 2012 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most […]

Giraffe Restaurants Grows Their Social Media Presence with GoRecommend™

Birmingham, UK – January 10, 2012 – Restaurant chain Giraffe has significantly increased their social media presence as a result of implementing GoRecommend™ from Empathica, the industry leader in Customer Experience Management (CEM) for multi-unit retailers and food service establishments. GoRecommend is a social media advocacy engine that empowers Giraffe’s customers to share their positive […]

Why Having a Great Customer Feedback Strategy Pays Off

Since launching a Customer Experience Management (CEM) programme, Debenhams, the leading department store group, has achieved over 380,000 items of feedback from their customers, and identified more than 22,000 brand advocates who have made 2.2 million recommendations to friends and followers via Facebook and Twitter using GoRecommend™. The project – powered by Debenhams’ long term partners and CEM experts Empathica – has been so successful that it has now been shortlisted in the 2012 UK Customer Satisfaction Awards.

Empathica Recognized as an “Elite 8™ Company” in the Achievers 50 Most Engaged Workplaces Award Program, and as the 2011 Winner in the “Culture” Category

“The culture at Empathica reflects our mission statement that we believe everyone deserves to love where they work, shop and dine,” said Mike Amos, Chairman and CEO of Empathica. Added Dr. Gary Edwards, Chief Customer Officer: “We are thrilled to be recognized by the Achievers program as an Elite 8™ company, and will continue to foster a culture that caters to our employees’ creative talents, supreme dedication and ownership of delivering exceptional results for our clients.”

Empathica Launches Online Resource Center for Customer Experience Management Professionals

As an authoritative voice on CEM issues, the Empathica Resource Center contains everything from research and whitepapers, to advice, executive interviews and industry best practices. Toronto, Ontario, Canada – November 3, 2011 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, has […]

Halfords to Gain Customer Insight Through Empathica Feedback Programme

Birmingham, UK – October 31, 2011 – Halfords, the leading retailer of bicycles, car parts and accessories, has retained Customer Experience Management experts Empathica, to analyse feedback from its new, ‘That’s Helpful, That’s Halfords’ strategy. The Customer Experience Management (CEM) programme will be implemented across all 466 Halfords stores by Empathica, an industry leader in […]

Empathica to Attend the Fall 2011 Marketing Executives Group (MEG) Conference

Hosted by the National Restaurant Association, conference attendees will learn best practices to build an unstoppable brand in today Toronto, Ontario, Canada – October 7, 2011 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, announced today that two of its food service experts […]

Empathica to be Featured on “21st Century Business” on October 8th, 2011

The broadcast segment will discuss how Empathica’s customer experience management programs help businesses improve corporate productivity and profitability. Toronto, Ontario, Canada – October 6, 2011 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, has been selected to appear on the October 8th […]

Empathica Appoints Senior Boots Manager as Customer Champion

Sue Needs joins Empathica with 25 years of retail experience and expertise in Customer Experience Programme management within Boots UK. Birmingham, United Kingdom– October 5 , 2011 – Empathica., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, announced today that Sue Needs has been named  Customer […]

Empathica to Exhibit at 52nd Annual Multi-Unit Foodservice Operators Conference

At the event, Empathica will showcase strategies and best practices for increasing guest frequency and building loyalty Toronto, Ontario, Canada – September 22, 2011 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, announced today that it will be exhibiting at the 52nd Annual Multi-Unit […]

Empathica Continues Solid Growth: Strengthens Retail, Food Service & Financial Service Verticals with Appointment of Four New Vice Presidents

Bill Dunn, Chris Kelly, Emmanuel Probst and Bob Tintner join Empathica with extensive customer technology expertise and domain knowledge. Toronto, Ontario, Canada – September 16, 2011 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, announced today the additions of Bill Dunn as Vice […]

Empathica to Exhibit at American Bankers Association Marketing Conference

At the event, Empathica will offer unique strategies for managing and maintaining superior customer experiences in the financial services industry. Toronto, Ontario, Canada – September 15, 2011 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, announced today that it will exhibit during […]