Superior Customer Experience: Are You Using the Power of Empathy? #cx
by Kate Nasser | 8 Comments »
Superior Customer Experience: Succeed Through Empathy.
When you think of superior customer experience, do you think of empathy? Many people think of empathy mostly as something to relieve painful moments.
The truth is that empathy also prevents painful moments. It establishes and celebrates connections. It creates outstanding experiences.
You deliver superior customer experience through empathy!
Superior Customer Experience: The Power of Empathy
When we think and act from the customer’s perspective, we are using the power of empathy. We are building bonds for success.
- Empathy opens listening. Stepping outside of our own perspective through empathy, puts us in listening mode. This triggers the customer’s listening as well. BAM! Bonds for superior customer experience.
- Empathy allows us to make it easy for the customer. When we design websites with empathy for the customers’ perspectives, we make it easy for them to buy from us. BAM! Easy is a big part of superior customer experience.
- Empathy is the messenger of care. Every time customers interact with us, our words and actions must say “we care about you”. Empathy is that messenger. BAM! Care brings customers back because it delivers superior customer experience.
- Empathy engages employees to deliver the best. Empathetic leaders inspire team members to be empathetic with customers. These leaders build a culture of care and model it to engage everyone to superior customer experience!
- Empathy strengthens teamwork. Superior customer experience requires great cross teamwork through the company. When teams engage in empathy and see each others’ views, they can deliver that wonderful seamless trouble free experience every customer wants.
What threatens empathy? The myth that empathy means agreement. It doesn’t! Empathy means: “You matter. We matter. This matters. Let’s collaborate.”
If we think that empathy means agreement, we block our empathy when we don’t agree with someone. We stop listening and so do they. We actually create difficult moments — the opposite of superior customer experience. When we block our empathy, we block our influence.
When we consider others’ views before responding, we are using the power of empathy. When we think of the impact of our actions before making decisions, we are using the power of empathy.
Empathy is the applause for shared interests. It draws people together for infinite possibilities and bonds for tremendous success. It opens two-way listening and the doors to great partnerships.
Empathy is the engine of superior customer experience!
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
People Skills: Empathize Before You Analyze
©2013 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!
Apart from liking this post because you appear in it Kate 🙂 but I also like your way of distinguishing between empathy and agreement! Never thought of it this way! I’ve always thought that agreement is part of empathy or it comes as a by product but now I can’t tell the difference.
Thanks forgive enlightment Kate
It is a very powerful distinction that helps so many use empathy for great results.
I love your participation in these posts and the Twitter chats.
Grateful for your contributions!
I really like how you distinguish agreement from empathy and that we need to understand the both need to exist at the same time.
In my work, I have really found success when I approach customer service with empathy. It definitely creates a better customer service experience whether the service is face to face or over the telephone. I listen better when I think about being concerned and wanting to help the customer. My customer is always smiling after the interaction because they have felt supported and heard.
Love your blogs Kate
I am so glad you find these posts valuable. I love the stories … like yours… that show the application of these principles. And the “smile” effect is superior customer experience!
Thank you Katie (and BTW My family calls me Katie vs Kate!)
Warmest regards and hope you will visit and share your experience often.
Empathy is central and it is a new way to lead and deliver exceptional customer service and experiences. When we understand — really understand — a customer’s experience, we can deliver more completely, and we can deliver in what is really needed. Great reminders and message. Thank you.
Thank you Jon. I am slowly starting to see empathy become a mainstream business skill and I am thrilled! It opens the door to understanding, listening, and win/win partnerships.
Grateful for your comments here and always interested to read your next blog post on leadership through diversity and different generations.