In customer service training circles, there’s a belief that you can't train for empathy. In other words, the empathy required by a customer-facing employee is a fixed personality trait, something that ...

What exactly is customer service-specific empathy? And how do you go about training employees in it (if, in fact it can be trained for) and deploying its power at your company? Let me back up. If you ...

When you look at what separates the leaders who thrive from those who merely survive, one thing stands out above anything ...

Contact center specialists need empathy to succeed in their roles. Here are some methods of teaching it. Empathy is often cited as the top skill contact center professionals need to succeed. Empathy ...

For Fast Company Executive Board member Gretchen Goffe, it starts with a mindset shift from “what we can’t do” to “what we can do.” The Fast Company Executive Board is a private, fee-based network of ...

If you empathize with customers and create consistently exceptional experiences, you'll gain higher loyalty, customer lifetime value and share of wallet. Well before the pandemic began, customer ...

How do you really know what matters to your target market? How do you know which marketing activities to implement, test, and refine in the first place? How can you create amazing customer experiences ...

Step No. 3: Develop a service culture. When Nordstrom’s deals with online customers, for instance, it personalizes email and tweets with the customer’s name and goes even further by suggesting a pair ...

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