Customer Empathy: 5 Ways to Make it the Heart of Your CX Strategy
When we trumpet adages like “customers are always right about how they feel,” “treat customers as one in a million rather than one of a million,” and “view customers as people, not numbers,” we are ultimately underscoring the importance of sentiment. We are arguing that “feeling” and “emotion” are pivotal components of customer centricity. We are advocating for an empathy-driven approach to the experience.
As 2018 commences, it is time to position empathy where it belongs: at the heart of your customer experience strategy.
The upcoming CCW Nashville will provide a plethora of tips, strategies and best practices for uncovering, assessing and leveraging customer sentiment within your contact center strategy. Ahead of the event, the CCW Digital Analyst team prepared five quick tips for becoming a more empathetic, sentiment-driven organization.
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