7 Keys to Organizational Empathy to Enhance the Customer Experience

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….