Improve Customer Experience One Location at a Time

Michael Garrity — Sun, 01 Apr 2012 16:00:00 GMT

Working with customers can be difficult, and no one knows this more than location managers who often have to act as mediators between a company and its patrons.

That's why it is always nice to have a little help, which is what makes customer experience management (CEM) solutions so useful.

Empathica delivers solutions to over 200 major brands. The company is looking to go a step further now with the launch of Empathica Local, a new CEM product designed to help location managers provide positive and consistent customer experiences at their brick-and-mortar locations.

Empathica Local is built for brands that run multiple locations, such as restaurants, grocery stores, banks and retail locations, to help them find insights on what aspects of their operations can be changed to improve customer experiences and provide actionable plans and best practices to achieve that goal for each specific location.

Moreover, the product is intentionally designed to provide a simple interface that eliminates the need to drudge through multi-layered, complex reports, allowing location managers to focus on the most important local issues by defining what needs to be fixed and how that can be accomplished. It achieves this end by leveraging patent-pending prescriptive reporting technologies to set focus areas.

Empathica Local was built to meet the day-to-day needs of location managers and helps them by providing not only a user-friendly interface, but also location-specific focus, editable action plans, social sharing of best practices, status monitoring and performance insights. In the end, the tool will not only provide insights and information but also strategies crafted around a particular location’s unique needs to help managers improve their customers’ experiences and maintain that level of quality.

CFI Group Releases Online Reporting Studio 2.3

Allison Howen — Thu, 20 Oct 2011 18:30:00 GMT

Customer Experience Management (CEM) solution provider CFI Group has announced Online Reporting Studio 2.3, which features various enhancements including deeper analytic capabilities and improved performance.

Features from the updated CEM include better usability such as a scrollable time-option filter, expanded tabbed forms and improved sample management. Other new capabilities include user-defined labeling of KPIs, an exportable priority matrix, word cloud hyper-linking of customer comments with context drill-down, customized charting, user-defined ranges for dashboard dials, as well as performance improvements that are designed to support advanced analysis and a growing user community.

“We’re very pleased about the enhancements in the latest release from CFI Group,” says Robin Gomez, director of consumer insight for GSI Commerce. “The Online Reporting Studio is a critical management tool for understanding how we are performing for our customers.”

Online Reporting Studio is a major part of CFI Group’s CEM platform. It provides clients with access to satisfaction measurements and operational data so that managers can understand the impact of decisions on customer satisfaction and financial performance.

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Improve Customer Experience One Location at a Time

CFI Group Releases Online Reporting Studio 2.3