Empathica Teams with NRF Foundation to Connect Customer Experience Insight Opportunities with Leading Industry-Driven Training

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In cooperation with NRF Foundation, the education and research arm of the National Retail Federation, Empathica stands out as the first in the Customer Experience Management industry to help educate and raise awareness of the value of NRFF retail training solutions as part of a holistic customer experience transformation program.

Our goal is to connect our clients with the NRF Foundation expertise in a personalized way. It will help add value to the effectiveness of their business and also hopefully be a catalyst for re-investment in the development of front-line retail associates

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 working in collaboration with the NRF Foundation (NRFF) to provide retailers with brand-specific and industry-driven training recommendations based upon feedback captured directly from their customers.

NRF Foundation, a non-profit charitable organization created nearly 30 years ago, offers research, education, training programs and professional credentials that help to advance the careers of retail associates worldwide. Through this collaboration with Empathica, retailers will have the opportunity to gain insight into which areas of their customer experience require improvement, measure store and employee performance against a nationally recognized framework of industry standards developed by NRFF and consider how to integrate world-class skills development tools and credentials into their internal learning programs.

“At Empathica, we are continually striving to equip our clients with the best assets available to transform their business and deliver an exceptional customer experience,” says Dr. Gary Edwards, EVP of Client Services at Empathica. “As the first CEM provider to offer this service to clients, we hope to give retailers an extra competitive edge that will allow them to perform to the highest possible standards.”

Specific NRFF programs include:

  • NRF University Wired (e-learning) – Interactive online courses ideal for retail and food service associates and managers at all levels and delivered via NRFF’s learning management system.
  • Certification/qualification – National Professional Certifications in Customer Service, Sales and Retail Management provide nationally recognized credentials to employees and managers in a variety of service sector businesses.
  • Standards/best practices – A comprehensive set of industry-driven skill standards for employees and managers in retail, food service and customer service focused businesses.

“It is clear from the insight gained from speaking to 30 million customers each year that their expectations have evolved, and in some cases, outpaced the training resources a retailer may have in-house,” says Edwards. “Our goal is to connect our clients with the NRF Foundation expertise in a personalized way. It will help add value to the effectiveness of their business and also hopefully be a catalyst for re-investment in the development of front-line retail associates.”

This collaboration between NRFF and Empathica is one of many recent initiatives Empathica has launched to help retailers continually evolve their CEM programs. The company is leading the way in advocate identification and mobilization, with solutions such as GoRecommend, an application that encourages true advocates to promote positive retail experiences via Facebook.

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.

About NRFF:
NRF Foundation (NRFF) is the research and education arm of the National Retail Federation. A non-profit foundation created in 1981, NRFF conducts industry research, and develops education and training programs and professional industry credentials to help retail associates advance.    NRFF also promotes retailing as a career destination through awareness and networking programs for students in high schools, colleges, and universities. The Foundation's education and career development efforts, including NRF University wired, the industry's eLearning platform, and National Professional Certifications in Customer Service, Sales, and Retail Management and the Professional Retail Business Credential build a professional and competitive retail workforce.


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Lauren Eichmann
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