empathy

Over the last few weeks, I’ve been writing about lessons and takeaways from the current crisis. This week, I’m channeling a post I wrote years ago called Do We Care About Brands?, which I shared again recently on social media. After re-reading that, it had me asking, “What about brands? Do they really care about us?”

People don’t care how much you know until they know how much you care.

-Theodore Roosevelt

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience?

Do you know the difference between empathy and sympathy?

And when to use one over the other? Have you been using the terms - and the feelings - correctly?

I originally wrote today's post for Confirmit in August 2014.

There is an old saying: "You can't really understand another person's experience until you've walked a mile in his shoes”.

I originally wrote this post as a two-part series for InsideCXM in February 2014.

A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense: It doesn't hurt to be able to perceive those things that are not seen or immediately apparent. That intuition is something that will allow you to delight your customers.

Got empathy?

There's been a lot of talk this year about empathy and the customer experience; Bruce Temkin even advocates for making 2014 the Year of Empathy.

Is it possible to know your customers simply through ‘at a distant’ listening methods like NPS, post transaction surveys, social media, text mining customer call records etc?  I get that many of you are convinced that you do know your customers.  You are that you know what matters to your customers.  You are that your VoC listening programmes provide you with insight into your customers.

Fascinating blog posting by Kim Walker about a research study that looks at the ability of younger people to understand the emotions of the 'elderly'.

In a recent post on CustomerThink, Bob Thompson shared his experience with AT&T and Colin Shaw made the following comment:

Why do we love our digital devices? The answer might surprise you -- it's not because they look good, feel good or are somehow aspirational of where we want to be in life. It's because they are increasingly becoming a "second self" that we carry with ourselves wherever we go.