Empathica announced today that it has equipped restaurant chain Smashburger with the means to attain a 5.5 per cent 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 simple, clear interface. This eliminates the need for managers to search through complex reports to find insights.

The program then takes these insights one step further by providing users with specific action items, thereby transforming customer insights into tangible actions. This ensures that feedback is not only heard on the local level, but is also acted upon in perceptible ways that positively impact the customer experience.

Smashburger was named America’s Most Promising Company by Forbes magazine in 2011 and expects to have more than 450 locations open nationwide in the next few years. With such exponential growth at hand, the restaurant chain turned to the experts at Empathica for a program to ensure high quality brand standards are maintained across all locations.

“At Smashburger we believe that our in-store experience helps us stand out in the crowded restaurant market,” said Jeremy Morgan, SVP marketing & consumer insights at Smashburger. “The Empathica program and its location focus is a key to maintaining our competitive edge.”

Empathica Local also facilitates social sharing of community-sourced operational best practices, giving location managers insight into a living library of what’s working for the top performing locations and how it could apply to them. The Empathica program is especially useful for Smashburger because the restaurant chain localises its menus with a unique burger and signature flavours from each region.

In addition to Empathica Local, Smashburger also implemented Empathica’s GoRecommend application. 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.

Share Story: