Smashburger implements Empathica Local CEM solution

April 25, 2012

Empathica Inc., a provider of customer experience management (CEM) solutions to more than 200 brands, has announced that it has equipped Smashburger with the means to attain a 5.5 percent increase in guest satisfaction just two months into Smashburger’s implementation of Empathica Local.

Empathica Local is a new CEM product that enables location managers to deliver consistent and memorable customer experiences at their restaurants, retail locations, grocery stores and banks.

Empathica Local leverages a patent pending prescriptive reporting technology to set focus areas for improvement that are presented in a clear interface. The program then takes these insights one step further by providing users with specific action-items, thereby transforming customer insights into tangible actions.

“We put ourselves in the shoes of Smashburger location managers,” said Dr. Gary Edwards, chief customer officer with Empathica. “We want to give location managers more time to spend engaging with employees and customers by streamlining and simplifying guest insights. Empathica helps each Smashburger location maintain consistently great customer experiences by turning guest feedback data into specific improvement actions that can be shared as best practices nationwide.”

Leading up to the recent public launch of Empathica Local, Smashburger piloted the program at restaurant locations across the country.

In addition to Empathica Local, Smashburger also implemented Empathica’s GoRecommend application, which is a patent-pending social media advocacy solution. GoRecommend has helped the restaurant brand transform their satisfied customers into active brand advocates, creating positive word of mouth advertising. Since the launch of the program, 12,000 recommendations from “SmashFans” have been generated via social media, resulting in more than two million impressions of positive recommendations for the brand.

Read more about customer service/experience.

Topics: Burger/Steak/BBQ , Business Strategy and Profitability , Customer Service / Experience

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