Waitrose to roll out new CEM programme
Waitrose is launching a new CEM programme to enable a closer assessment of the customer experience in its stores.
Supplied by customer experience management specialist Empathica, the new programme will replace the retailer’s current mystery shopping initiative.
Following a successful trial in a competitive pilot in 19 Waitrose stores last August, the programme will be rolled out to all stores by May and will provide Waitrose with feedback from thousands of customers each month.
“As the economic climate becomes increasingly complex, so too does consumer behaviour,” explained Cath Lloyd, manager for retail insight at Waitrose.
Never Miss a Retail Update!She continued: “Our customers are familiar with a wide variety of shopping experiences and best practice from a variety of sources. It’s important that we continue to exceed consumers’ growing expectations for what the ideal experience looks like.”
Gary Topiol, managing director for EMEA at Empathica added: “Waitrose is widely regarded as setting the benchmark in terms of customer service so we’re delighted that our trial has successfully demonstrated to them how valuable our CEM programme can be to their entire business.”
