Next up: How do you empathize with a customer on a day-to-day basis? And how do you empathize with a customer when you have hundreds of them or more? Demonstrating customer empathy can be difficult to do at scale when you're serving large numbers of customers, but there are plenty of technologies available today that can help.
These include customer service applications that identify customer sentiment over phone calls, email, social media and other channels. Surveys are another simple but effective mechanism for informing a customer empathy map, as long as you ask the right questions.
Companies can also learn a lot about empathy by going through the exact same journeys as their customers. Senior executives should think about seeing what it's like to buy online from their own firm, for instance, or to sign up for a service their company offers. Mid-level managers and those on the front lines could do the same thing.
An empathetic approach might lead to new policies and changes in the way agents are trained so they are empowered to do what is necessary to solve problems or salvage an experience that went sour.
Remember that empathy works best when customers see you're practicing it. Marketing campaigns about changes in products, policies and digital experiences should all clearly communicate how you're trying to share their feelings.
Finally, think about tapping into the experience of third parties, such as a managed service provider who knows how empathy can be woven into the customer experience. If significantly enhancing CX feels daunting, they can probably empathize.
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