August 8, 2012 | Retail Customer Experience
Article Excerpt:
Halfords Autocentres has hired Empathica to run its new customer experience management program. The platform, which replaces a mystery shopping program, invites customers to provide feedback online through printed cards handed out by staff at Halfords Autocentres and retail stores, and through e-mails sent after they have visited a garage or store. The data is then analyzed by Empathica and fed back to Halfords in the form of focused reports tailored for each garage and store, to identify areas in the customer’s experience that need improvement, according to a company press release. read more »