Coffee chain engages customer experience specialist to gather customer feedback in store

Coffee chain engages customer experience specialist to gather customer feedback in store

Caffè Nero, the largest independent coffee retailer in the UK, has partnered with Empathica to create a customer experience management (CEM) programme.

The three-year programme being rolled out by the UK CEM hospitality and retail agency will enable the coffee house 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.”

Driving iterative interactions

Ceri Aiken, Caffè Nero head of communications, added: “We chose to work with Empathica as they best demonstrate how we can listen and learn from our customers. We will now be able to understand what drives customer loyalty and advocacy, and take appropriate actions.”

Steve Raher, Business Development Director at Empathica, added: “Caffè Nero’s philosophy is that coffee, atmosphere, food and service are the key elements to their business, and achieving excellence in all four areas is required in order to reach their objectives. Basing product and service decisions on insights obtained from real customer feedback is a powerful way to engage their staff and drive customer advocacy.”