The Empathy Advantage: How to Connect with Customers on an Emotional Level (and Why it Matters)

Imagine calling customer service with a frustrating problem, only to be met with a robotic, script-reading representative. Now imagine the same scenario, but the representative genuinely listens, understands your frustration, and offers a helpful solution. Which experience would you prefer? Most people would choose the second scenario. And it is not just a feeling, but […]