Why empathy unlocks great customer service
Studies show that 96% of consumers consider customer service a deciding factor in brand loyalty. But what separates a good experience from a great one? Empathy – the ability to understand a customer's emotions – and not just their words – even when you can't share them. Empathy is a powerful tool that can make or break a business. It helps not only to retain and attract customers but also to create a distinct brand image. With technological advancements, the role of empathy in customer experience is becoming even more unprecedented.
