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 leading provider of customer experience management (CEM) solutions, will give expert advice on implementing CEM programmes that transform front line staff into brand owners and customers into brand advocates.

“Today’s loyalty initiatives often focus on incentivising brand allegiance through points and rewards,” says Topiol. “But in reality, true loyalty can also be built through customer interactions with brands’ most important assets – store level employees.

“Often, brands ‘manage by the numbers’, but customer feedback is not about number crunching; it’s about delivering great customer experiences day in day out. Store managers need to move beyond ‘analysis paralysis’ and become coaches for their team members. They should be sharing best practices and vital lessons quickly, and spending less time poring over data and reports. Empowering each front line staff member to deliver great customer experiences is the best way to differentiate your brand in a challenging economy.

“We’re looking forward to sharing our learnings and best practices from working with clients such as Boots, Debenhams and Waitrose at the seminar.”

The Customer Loyalty conference is taking place on 13th June at the Cavendish Conference Centre in London.  For more information and to register for the event, visit

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