Empathy is one of those buzzwords that sound really good, but very few companies actually understand what it means, much less practice it. Essentially, customer empathy is the ability to identify a customer’s emotional need, understand the reasons behind that need, and respond to it effectively and appropriately. And it’s pretty rare. According to PwC, only 38% of U.S. consumers say the employees they interact with understand their needs.
To instill empathy as a universal value, one that informs everything their organization does, leaders must do more than give it lip service.
Learn to understand people and their needs. Everyone is not the same, but when you WANT to know more, you do more.
