Customer Empathy – ignore it at your peril!
September 21, 2014
Have you ever looked up the definition of the word Empathy?
I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations that you interact with on a daily basis. I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis. There are many reasons why this is the case – organisational culture being the predominant one.
Customer empathy is a critical element that will have a significant effect on the experience customers have with a business.