Articles
More than ever, consumers are seeking out and staying loyal to businesses that display understanding and empathy in every interaction.
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Read along to learn what true active customer participation is, what that looks like in practice, and why brands really need to embrace it.
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The past year impacted customer experience across the board — leaving us looking at a shifted landscape.
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The most advanced brands in CX are weaving empathy throughout the brand to consumer experience, from initial interaction to well beyond purchase.
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Guess what? Employees aren't big fans of micromanagement. It makes them feel like their manager doesn't trust them to do their job.
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There’s a piece to B2B marketing that isn’t always quite as highlighted — the fact that you are still marketing to people.
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Showing empathy during a crisis is simply the right thing for companies to do — that should be obvious.
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It's important to empathize with someone else's experience. But I don't think that's sufficient to be able to make real changes in their experience.
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Empathy should never trump evidence. We need much more logical, evidence-based thinking.
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Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization.
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It is impossible to have all the answers today, so listening and being open to new ideas will be key skills moving ahead.
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These five customer experience trends will shape the rest of 2018 and beyond.
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Veteran business software vendors like SAP are now keen to talk up the empathy they have for their customers — and that comes as no surprise.
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Empathy is important — and few people would argue the point.
Decades of research have shown empathic communicators are more likely to have satisfying interactions and achieve their interactional goals, such as selling their products, delivering a better service experience or helping their patients.
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