When service becomes automated, empathy becomes the differentiator. Customers will stay loyal to companies that show up with ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Empathy was once considered too soft and squishy for the world of work, but decades of research have shattered that myth. Empathy includes three pieces: sharing others’ experiences, trying to ...

Regarding “West Herr Automotive finds service advisers from within the organization,” autonews.com, April 11: Tom Druzynski, service director for West Herr, a large dealership group in Western New ...

Empathy at scale is not about making machines emotional. It is about building systems that can recognise when emotion is ...

Understanding how to leverage technology without losing sight of individual customer needs and experiences can differentiate a company in a crowded marketplace and ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to ...

Leadership, like HVAC, is about balance, flow, and connection. Just as heating, ventilation, and air conditioning systems regulate the comfort and safety of a building, empathy regulates the flow of ...