empathy

Time to Hit Refresh on Customer and Employee Experience Design Efforts?

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

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Should You Feel Empathy or Sympathy? Or... ?

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?

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Customer-Driven Transformation via Walking in Customers’ Shoes

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”.

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What Role Does Intuition Play in Customer Experience?

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.

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CEM Toolbox: Empathy, Journey Mapping, and the Platinum Rule

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.

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What does it take to generate deep contextual customer insight?

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.

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Younger People Can’t Read Emotions on Older Faces. Retailers Beware!

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'.

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Customer Loyalty and Advocacy: What Can We Learn From Jonathan Ive and Zappos?

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

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Evocative Objects: Designing for Emotion and Empathy

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.

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The Joy Luck Club Method to Brand Strategy

I’ve finally gotten around to reading “The Opposite of Fate:  A Book of Musings,” a book released quite a while ago by Amy Tan, the author of best-selling novels like The Joy Luck Club and The Kitchen God’s Wife. Like all of her other writings, this book has been a delight to devour. Not only has it entertained me and helped me understand Tan (and therefore myself), but also it has inspired me. Tan includes many insights about story-telling and communication in general which I believe can be applied to developing brand strategies.

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