Sue Needs joins Empathica with 25 years of retail experience and expertise in Customer Experience Programme management within Boots UK.
Birmingham, United Kingdom– October 5 , 2011 – Empathica., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, announced today that Sue Needs has been named Customer Champion with the company, after joining Empathica from Boots.
In her new role, Needs will use her passion for customers and firsthand knowledge of running CEM programmes to help new and existing clients get the best value from their own programmes, and to ensure they obtain engagement at all levels of their business as this is critical in delivering Return on Investment.
“We are delighted to bring Sue onboard as someone who has great experience working ‘on the front lines’ of CEM, in retail store management,” said Gary Topiol, Managing Director of Empathica’s EMEA business. “Sue’s deep retail knowledge will greatly support Empathica’s ongoing mission to help brands create places where people love to work, shop and dine, turning transactions into great experiences, employees into owners and customers into advocates.”
Needs has more than 25 years of experience in the retail industry, which encompasses multi-site management as an area and regional manager. She has also undertaken a number of commercial and operational head office roles for Boots UK, including running their successful CEM Programme called Customer Care Measure for the past two years.
Boots is one of Empathica’s most established UK clients, consistently highly ranked in the UK Customer Satisfaction Index published by the Institute of Customer Service, and have recently won the ICS’ UK Customer Satisfaction Awards in the Best Customer Satisfaction Strategy category.
“I know what it is like to run a CEM programme alongside other business initiatives and the immense value of being able to turn customer insights into company and individual location-level action plans to drive customer satisfaction,” Needs said. “Having worked in-store, I also know how to link the programme to the rest of the store manager ‘toolkit’ to mobilise colleagues behind the continual improvement process required to deliver great customer care. I’m thrilled to join Empathica and contribute my knowledge to enhancing our clients’ CEM programmes.”