We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for […]
You Need to Know the TRUTH About Customer Empathy! Read More »
EMPATHY AS A CONTENT MARKETING STRATEGY by Guest | August 7, 2018 As Drake’s “In My Feelings” song tops the charts and Shiggy’s viral “In My Feelings” Challenge continues to injure those seemingly desperate for online fame, I find myself in my feelings (go figure) about the concept of empathy. First off, I question my empathy, or lack thereof, for those
GDJ / Pixabay There have been many changes in the social customer service landscape over the last year—and even the last few months—which are helping to define how brands engage with their customers. But one of these changes, AI, is going to have far broader repercussions than just social care—with estimates suggesting it will take
Usefulness Content Freshness Communication is key to building the best team for getting a job done. The problem is, many leaders often get in the way. They fall somewhere on the extreme in the “too nice” or “too overbearing” category. If you believe that your leadership
Radical Candor Will Help Managers Balance Accountability and Empathy Read More »
Sarah is a successful marketing manager, someone who snaps alert with the alarm, happy to see the day dawn, eager to put into action that new content strategy for convincing an unsuspecting group of buyers to make the leap with her company’s product. James is a savvy sales person, someone who is supernaturally comfortable picking
Why Empathy Is Necessary for a Customer-Centric Strategy Read More »
We all know there is a transactional side to the customer relationship. Everyone loves a good deal—I know I do. But there’s also an emotional side, which can be even more important to your business in the long run. Customers feel loyal to the brands that they love just like they feel loyal to friends
From Empathy to Loyalty: Connecting with Customers Read More »
What drives us to make choices? As consumers, we can set certain parameters like “laundry in unit”, “no animal testing”, or “100% cotton”, but what makes us decide to commit? As a small business owner – trying to do it all – you may not have the time to understand every individual customer. What makes
This report explores the shifting agency landscape and the dynamics that are shaping agency capability, operating and client engagement models as well as remuneration and approaches to talent. It also examines the key opportunities for agencies in a rapidly shifting environment. Key findings Client focus on customer experience (CX) has created opportunities for agencies willing
