Sales and service performance

Has the need for customer empathy increased during the recession?

March 28, 2013

Customers now demand more value for their money than before the recession, given that their pockets are now much tighter. So what role can empathy play in encouraging customers to buy more – including higher value offerings? Without a doubt, the need to connect properly with the customer is paramount and particularly during a recession. [...]

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Linking Empathy with Profit (video)

October 30, 2012

Empathy is about being appropriate – when someone is in a hurry it is empathetic to treat them as if they were in a hurry, whereas if someone is unsure it is empathetic to re-assure them. This is about more than simply being efficient and delivering good customer service. Empathy is about delivering a great [...]

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The Empathic Civilisation (video)

October 30, 2012

No matter how much we put our minds to the task of meeting the challenges of a rapidly globalising world, the human race seems to continually come up short, unable to muster the collective mental resources to truly “think globally and act locally.” It is shown that this disconnection between our vision for the world [...]

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Farewell my summer love (article)

March 9, 2012

First impressions play an important part in how customers feel about their visit. Excellent customer service is about creating a good impression from the first moment. Please a customer and your client base will swell with potential customers who ‘catch wind’ of top-notch service. Upset a customer, and brace yourself for disaster. A recent survey [...]

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