Caffè Nero, the coffee chain operator, has become the latest group to partner with Empathica to create a customer experience management (CEM) programme.
The three-year programme will enable the chain to gain feedback from thousands of its customers every month across more than 400 of its locations.
Justina Virdee, head of customer relations at Caffè Nero, said: “We have always focused on providing great customer service using mystery shoppers to gain feedback on our execution.
“However, we felt that this wasn’t getting to the heart of the issues that we needed to address. We believe that this programme will give the business the opportunity to take our in store experience to the next level, improving our customers’ experience even further.”
Caffe Nero follows Giraffe, the family friendly restaurant chain, in partnering Empathica, to employ a CEM programme.
As part of the programme with Empathica, Giraffe will not only obtain feedback from its customers, but prompt them to share their experiences through social media, using Empathica’s GoRecommend application, which enables customers to recommend the restaurant chain to their friends via Facebook, Twitter or email.
Andrew Jacobs, Giraffe’s co-founder, said: “A great deal of our marketing is done online so the GoRecommend application will perfectly support our strategy and we expect it to drive even greater viral advocacy.”
Empathica is the leading CEM agency within the hospitality, retail and financial services sectors.
