Empathica to Exhibit at “Best Practices in Retail Financial Services Symposium” in Orlando

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As an exhibitor at the American Banker hosted event, Empathica will relay expertise related to customer loyalty, use of social media to acquire new customers, and best practices in customer satisfaction.

Knowing what motivates a consumer to visit, as well as recommend their bank, is incredibly important to keeping customers and driving new ones.

Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to some of the world’s most respected brands, announced today that it will be exhibiting at the “Best Practices in Retail Financial Services Symposium” held March 21-23 in Orlando.

The annual event, now in its fifteenth year, brings together bank presidents, CEOs and senior-level banking professionals for three days of networking, keynote presentations from prominent retail banking executives and interactive workshops. The 2010 theme, “Finding New Sources of Revenue Growth,” will educate attendees on strategies for increasing revenue in 2010, as well as other timely topics such as models for branch banking, personal financial management, mobile banking for consumer strategies, and new regulation in credit businesses.

One of the major challenges for today’s financial institutions is that the brand promise is often inconsistently delivered at various points in the customer lifecycle and by different service delivery channels. Traditional customer satisfaction measurement processes also make the mistake of treating all customers and transaction types uniformly. Empathica’s research shows that customer experiences within financial services need to be operationally managed such that Channel, Product, and Lines of Business (LOB) can be seamlessly navigated by customers and fulfilled to an underlying brand promise shared across the enterprise. To accomplish this, Empathica maps the various transaction types across the business and puts in place data capture methods to effectively measure the customer experience across various “journeys” they take when interacting with the financial institution. Best in class reporting and management alerts ensure that customer feedback is acted upon immediately by the appropriate resources. Empathica’s point of view is that a holistic understanding of the customer relationship with the brand must be developed in order to gain insight to the critical experiences/situations that impact loyalty, retention and drive business outcomes. During the event, Empathica will leverage its deep experience working within the financial services industry to present best practices in understanding current and prospective customer sentiments.

“In order to grow, it’s critical for banks to recognize what drives their customer loyalty today, identifying how customer satisfaction can help them uncover cross-sell opportunities,” said Dr. Gary Edwards, Empathica’s EVP of Client Services. “Knowing what motivates a consumer to visit, as well as recommend their bank, is incredibly important to keeping customers and driving new ones. One avenue many banks have yet to explore involves enabling non-traditional word-of-mouth marketing via social media, which can be tremendously powerful.”

Empathica has created an opportunity for the financial services industry to use social media to engage with customers and enhance their brand’s online presence. The solution, GoRecommend, is an application that encourages customers to promote positive retail or banking experiences via Facebook.

With the potential to generate tens of thousands of recommendations for a bank in only one year, GoRecommend turns excellent guest experiences into a powerful marketing tool.
Register to attend the conference via the Web site, and visit Empathica at Booth No. 205 to learn more.

About Empathica:

Empathica provides Customer Experience Management programs to more than 200 of the world’s leading brands, ranging from multi-unit retailers, to banks and restaurants. Its rich analysis of survey data using state-of-the-art surveying and dashboard reporting software allows for performance-improvement solutions, evidence-based marketing insights, and customer experience management consulting. Annually, Empathica’s 30 million customer surveys in 17 languages reach more than 70,000 locations. A privately-held organization, Empathica is headquartered in Mississauga, Ontario, Canada and also has offices in Birmingham, England and Alpharetta, GA, in the United States. For more information about deriving actionable insights that enhance a brand’s operational excellence, visit Empathica at http://www.empathica.com.


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