{"id":15881,"date":"2019-04-26T09:24:16","date_gmt":"2019-04-26T09:24:16","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=15881"},"modified":"2019-04-26T10:07:06","modified_gmt":"2019-04-26T10:07:06","slug":"why-empathy-is-so-important-for-enhancing-customer-experience","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/why-empathy-is-so-important-for-enhancing-customer-experience\/","title":{"rendered":"Why Empathy Is So Important for Enhancing Customer Experience"},"content":{"rendered":"\"Empathy\n

Customer Experience (CX) begins with empathy. To be successful, organizations around the world need to understand and care for their clients, as well as their experiences and demands. <\/strong><\/p>\n

Keep in mind that there are two types of empathy:<\/p>\n

    \n
  1. Affective: This one is associated with the way we feel about other people\u2019s emotions and feelings.<\/li>\n
  2. Cognitive (aka \u2018perspective taking\u2019): This one refers to our ability to correctly interpret other people\u2019s emotions.<\/li>\n<\/ol>\n

    Enhancing customer experience<\/a> is more than just a professional skill. It’s not a one-time event either. Customers\u2019 needs change over time. If companies do not take that into account, they risk losing their customers. It’s therefore critical that senior management come up with an innovative strategy that will allow them to retain their clients and keep on growing.<\/p>\n

    Skills in the CX Pro Box That Stem from Empathy<\/strong><\/p>\n

    Empathy is related to a number of crucial business roles, so let\u2019s analyze them one-by-one.<\/p>\n

    Innovative Solutions Specialist<\/strong><\/p>\n

    An Innovative Solutions Specialist should be aware of which products and services will help their company achieve its goals. Such people should also be able to quickly come up with solutions to various issues. While a CX professional is responsible for ensuring improved customer experiences, that’s impossible without empathy, new ideas and innovative approaches.<\/p>\n

    Client Advocate<\/strong><\/p>\n

    The role of Client Advocate is responsible for customer satisfaction and needs to make sure that the client is the company\u2019s top priority. This requires them to represent and defend the client\u2019s interests. Advocates are also responsible for making sure the customer’s story resonates well with key shareholders.<\/p>\n

    Relationship Builder<\/strong><\/p>\n

    The Relationship Builder should listen to and interpret their customer\u2019s needs. Communicating the needs of the client properly requires empathy<\/a>.<\/p>\n

    Coach<\/strong><\/p>\n

    The Customer Experience Coach is the company\u2019s master unifier. They should raise the subject of empathy and train employees accordingly. They may even consider writing an informative essay<\/a> on the topic to share with their colleagues. It\u2019s important that all the company\u2019s departments work to achieve the same set of goals and a coach that works across silos will provide the most value. Selfless empathy is the key to success in this case.<\/p>\n

    Change Catalyst<\/strong><\/p>\n

    The Change Catalyst\u2019s goal is to get the company to effect change for the sake of the client. Once the company gets feedback from its clients, it needs to make sure that their voices are heard and understood properly. Change Catalysts serve as both influencers and negotiators. This requires emotional intelligence, and in turn, empathy.<\/p>\n

    Data Scientist<\/strong><\/p>\n

    The Data Scientist helps develop a cutting-edge customer experience. To achieve that, they should keep up with the latest trends and monitor changing customer demands in order to provide clients with a better experience.<\/p>\n

    How to Develop Empathy<\/strong><\/p>\n

    Now that we\u2019ve covered the importance of empathy and how it effects different business roles, let\u2019s look at how empathy skills can be developed.<\/p>\n

    Cultivate curiosity<\/strong><\/p>\n

    Listen carefully to customers and collect as much feedback as possible. Listening skills can be developed in fun ways such as exposure to movies, newspapers, social networks as well as in the workplace. Some companies even allow the keeping of office pets to create an empathetic environment and nourish creativity!<\/p>\n

    Put yourself in the shoes of other people<\/strong><\/p>\n

    For instance, if your customers are in their 20s and you\u2019re a little older, you need to find out about the lifestyle of younger people. Take part in discussions with various age groups to keep up with the latest trends. Different generations have different demands.<\/p>\n

    Take ownership<\/strong><\/p>\n

    Take ownership of a client\u2019s issue or complaint. Companies should build systems that will make it possible to respond to a customer\u2019s problem and solve it as soon as possible. Any team member should be able to answer the customer’s questions or resolve issues without delegating it to other departments.<\/p>\n

    Tips for Cultivating Empathy<\/strong><\/p>\n

    Cultivating empathy may not be easy but it is achievable. Remember these simple steps:<\/p>\n