It’s pretty simple in theory: If you want to nail customer experience, you need to understand how your experiences make people feel. And you need to make sure that they make your customers feel good. Empathy – defined as “identification with and understanding of another’s situation, feelings, and motives” – is key when it comes to delivering a great customer experience.

Those companies that “get it” take the time to understand their customers and make a concerted effort to apply these insights to every aspect of their business, ranging from new product development and call center training to the retail environment.

There are several studies that back up the fact that no matter who your customers are (B2B or B2C), there’s a high price to pay for delivering a poor customer experience. The thing is, customer experience is really based on how your customers feel. And one of the best ways to make them feel better about the experience is to listen to them, understand their concerns, and deliver empathetic service across multiple touchpoints.

Speakers:
Jenn Lofgren, Incito Executive and Leadership Development
David Bradshaw, VP, Client Care, ATB Financial
Kurt Kadatz, Communications Director, Calgary Co-op
John Vardalos, CEO, JFive

Sponsor:
Evans Hunt