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Improve Customer Experience One Location at a Time

Posted on 3.31.2012

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.


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