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Thursday, March 29, 2012

Empathica Product Launch Set to Transform Customer Experience at Local Level


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 LocalTM, a new CEM product to help managers deliver consistent and memorable customer experiences at their restaurants, pubs, retail locations and banks.

Built on patent-pending prescriptive reporting technology, Empathica Local was created to suit the day-to-day needs of location managers. A streamlined, easy-to-understand interface presents only the most relevant information for a location manager and then suggests action plans to help drive real behavioural change amongst staff members to improve the customer experience. The product also facilitates social sharing of community-sourced content across multiple locations, giving managers insight into best practices from top performing locations.

“Multi-location brands must constantly fine-tune their hundreds or thousands of locations to achieve the highest calibre customer experience to drive brand advocacy for their business,” said Mike Amos, Chief Executive Officer with Empathica. “With Empathica Local, brands have been shown to improve location performance by up to five times versus a control group by using this simple, intuitive product. This enables a brand to ensure its locations are constantly improving their performance by knowing the most important areas to fix and exactly what to do to improve.”

Gary Topiol, Empathica’s Managing Director for EMEA, said “All too often location managers can be overwhelmed by customer feedback solutions that provide complex reports requiring specialised analytical skills. Empathica Local provides managers with easy access to actionable insights rather than complex reporting. This ensures that they spend their time engaging staff and delivering customers exceptional brand experiences, rather than poring over data.”

“Our intention is to help our clients move beyond simply measuring scores and put in place real changes that will have a positive impact on the customer experience. It’s all about changing staff behaviours,” added Topiol.

Empathica Local is part of the company’s Social Customer Experience Management (SCEM) architecture, allowing marketing and operations to connect with each other between locations and with the customer through a dialogue, rather than a one-way push of information. For instance, location managers can quickly pull in commentary from Empathica’s GoRecommend Advocacy Engine to highlight overall consumer sentiments as well as specific complaints.

For more information about Empathica Local, visit


Notes for editors

Features of Empathica Local

Empathica Local includes a variety of features built specifically to help the location manager.

Simple, clear interface Location-specific focus Editable action plans Social sharing of community-sourced best practices Status monitoring and performance insights

About Empathica:

Empathica provides Customer Experience Management programmes to more than 200 of the world's leading brands, ranging from multi-unit retailers, to banks and restaurants. Its rich analysis of survey data using state-of-the-art surveying and dashboard reporting software allows for performance-improvement solutions, evidence-based marketing insights, and customer experience management consulting. Annually, Empathica's 30 million customer surveys in 25 languages reach more than 70,000 locations. A privately-held organisation, Empathica is headquartered in Mississauga, Ontario, Canada, has an office in Birmingham, England, and U.S. executive consultants in New York, Chicago, Los Angeles, and Bozeman, Mont. For more information about deriving actionable insights that enhance a brand's operational excellence, visit Empathica at

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