Update to Empathica’s market leading CEM solution allows restaurants to combine and analyze multiple channels of customer feedback, including social media sites.
Toronto, Ontario, Canada – April 17, 2013 – Empathica Inc., the leading global provider of Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises, today announced that it will showcase its new 3rd Party Feedback and Text Analytics capabilities at the 2013 Restaurant Leadership Conference, April 21-24 in Scottsdale, Arizona.
The Restaurant Leadership Conference (RLC) is an invitation-only event where the most progressive and influential individuals in the restaurant industry gather annually. This year, Empathica will demonstrate how restaurants can combine structured survey feedback with unstructured text feedback – such as online reviews, social network comments, direct feedback, email and open-ended survey comments –to empower restaurant managers at the local level.
“Restaurant owners are tasked with not only organizing an overwhelming amount of customer feedback from multiple channels, but also with analyzing these comments and turning them into manageable actions for the brand,” said Simon Palmer, chief technology officer, Empathica. “That’s a large task to tackle while still managing daily restaurant operations. We are excited to share how our platform gives brands and location managers access to a previously untapped source of actionable insights that can be used to deliver better dining experiences.”
Exhibiting in booth 127, Empathica representatives will be armed with iPads to demonstrate how brand managers can use 3rd Party Feedback and Text Analytics to surface strategic insights and identify trends, while location managers can use a focused localized view to train their staff to meet the needs of local clientele. Conference attendees will also have the opportunity to interact with Empathica by checking-in on Four Square to enter a giveaway for an iPad mini.
“We will be demonstrating why feedback and action at the local level matters for customers’ restaurant experiences,” Palmer said. “According to an Empathica survey, nearly half of consumers do not think their feedback gets back to location managers – and that’s a problem. We want to demonstrate how our CEM solutions, including products such as Empathica Local, help brands deliver a consistent experience across locations by equipping local managers with the feedback they need.”
To learn more about Empathica’s suite of social CEM offerings, visit www.empathica.com/industries/food-services.