News: Mapping the ‘Customer Experience’

November 10, 2011 | Business without Borders

Article Excerpt:

Time was happy shoppers or diners talked about their experiences to next-door neighbors. Now they tell the world on Facebook or Twitter, and if they are teenagers, that can mean 500 friends with a global reach of thousands. At Empathica in Mississauga, ON., Mike Amos knows all about the benefits of friendly user generated content. For clients such as Shoppers Drug Mart in Canada, Applebee’s in the U.S., and Mitchells and Butlers in the U.K., his company runs sophisticated “customer experience management” programs that collect feedback from customers and then helps them publish it on social media. read more »

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