The Importance of Empathy To Deliver A Positive Customer Experience
Recognising the importance of mental health amongst employees and customers has undoubtedly improved in recent years – helped in some ways by the pandemic – but there is still a long way to instill a culture of empathy within a business.
Empathy is a huge part of delivering a positive customer experience (CX). As a leading UK provider of CX solutions, we regularly run workshops and training for clients and their teams to change behaviour, improve workplace culture, and ultimately the bottom line.
Our workplaces are changing.?With many adapting to home and hybrid working, it is crucial for businesses and their employees to embrace this change while building and maintaining meaningful connections with our colleagues.
Empathy is critical to delivering great CX.
Human connection has never been more critical despite it being the digital age. Just because we are 'connected' does not mean we are connected.
The one simple (but essential) thing leaders can do to improve employee engagement is regularly checking in on employee wellbeing. Those looking to deliver an exceptional customer experience must now?put empathy above all else.
Putting empathy at the heart of customer care
Great CX is all about the human side of customer service. It involves empathy and care and uses technology to deliver value to clients. One business we work closely with that gets it is Moneypenny - the world's market leader for outsourced customer contact solutions.
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In recognition of Mental Health Awareness Week 2022, Moneypenny has produced a free resource for putting empathy at the heart of customer care, enabling businesses to build stronger relationships internally and externally.
“The pandemic has changed the relationships we have with each other – our peers, colleagues and customers – and it’s made human connection more appreciated than ever.?The business winners of the last two years prioritised empathy, but as the world returns to normal we have to make sure we don’t forget these valuable lessons." Joanna Swash, CEO of Moneypenny
The free guide includes practical tips to ensure employees’ use of language hits the mark, explains the importance of active listening, and outlines the need for empathetic leadership. It also includes a short quiz to help businesses ascertain how compassionate they are.
“As a business that handles inbound and outbound communication around the clock, we know first-hand that empathy shapes customer experience. It underpins how we connect with others and has the power to transform reputation. Actively listening and displaying empathy not only puts customers at ease but offers valuable insights that can shape service delivery, and put you at the forefront of your industry.”
Are you ready to up your game and profits?
insight6 is the only customer experience specialist firm in the UK and Ireland, with 25+ experts supporting thousands of clients. We aim to take your business on a motivational journey with structure, accountability, and a commitment to transforming your customer’s experience. Get in touch today to discover how insight6 can help transform your customer experience. Call 0800 970 8987 or visit www.insight6.com.