Peter Dorrington, Chief Strategy Officer | Anthrolytics Ltd.
About this talk
The research is clear; when all other factors are roughly equal, empathy is the biggest driver of active loyalty. Customers who stay longer, buy more, cost less to serve, and consistently prefer you over your competition.
Many organisations have invested in emotional intelligence (EQ) training for their front line staff and it is paying dividends, but they are finding it harder to form and maintain rapport with their customers over digital channels -- after all, bots don’t have feelings.
Yet delivering empathy at scale over digital channels can be done using existing technologies and the results are remarkable.
In this session, you will learn:
- What we mean by empathy.
- The role of emotions in customer experience & behaviour.
- Finding the "moments that matter".
- What it will take to operationalise empathy.
- Putting the value of compassion on the balance sheet.