Empathy Archives - M4 Communications

Why Empathy is Important and How to Build it in Your Organization

by Sue Duris in Customer Experience, Customer Experience Management, Emotion, Empathy, Employee Experience, Growth 0

Prior to social media and digital tools, it was a challenge to understand who the customer was and what they wanted to satisfy their needs. Even with all the social and digital tools to help us get close to customers, learn from and listen to them, and engage with them, we still are behind to [...]

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Empathy: The Customer Experience Professional’s Most Important Trait

by Sue Duris in Customer Experience, Empathy 0

Until recently, getting a prospect’s attention was kind of a crapshoot. We had to depend on our own guesstimates of what the buyer wanted, buy analyst reports to get a general idea of the market and competition or rely on competitive and market intelligence from sales. Fast forward to today. We have a variety of [...]

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