Learning to Speak Customer: Developing the Right Retail Strategy for a Challenged Economy

Wed, 04 Jun 2008 00:00:00 -0400
Event Recaps

In this presentation, customer experience management was discussed. Reaching out to customers and initiating a feedback loop at point of sale, focusing on the things that the company does well and making them great, and creating a memorable customer experience were covered. Emotions often rule customer experience and specificity on surveys is central to understanding how to ensure return business. Empathica, a retail customer service consultancy, automates the measurement and management of customer loyalty using disruptive technology.