Great presentation by Bruce Temkin during the VoC (voice of the customer) Fusion Conference. Bruce shared his path for organizations to achieve organizational empathy.
Organizational empathy is a commitment by companies that they will work towards developing a deeper understanding of their customers’ needs, and they will use this knowledge to serve those needs better.
Bruce proposes seven keys to unlock organizational empathy:
1. Talk about customer emotions…
2. Look at the journey, not just interactions….
3. Interact regularly with target customers…
4. Provide a strong sense of purpose….