We all know how important it is for an organization’s leaders and employees to empathize with its customers. Evidence shows that when people understand and care about those they serve, they solve problems more creatively and provide better service.
To Get Employees to Empathize with Customers, Make Them Think Like Customers
Executive Summary What’s the best way to cultivate empathy? The standard answer is to spend more time with customers. The next, much more effective step, is to design experiences so that employees become the customer. This takes time and energy but companies, including Carnival Cruise Lines and Consumers Energy, have benefited from the exercise.
