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Empathy at Scale презентация
Содержание
- 1. Empathy at Scale
- 5. : the action of understanding, being aware
- 6. “The state of empathy, or being empathic,
- 9. In the Age of the Customer, a
- 10. Companies Consumers
- 11. Huge Volumes It’s Everywhere 8 25 100 It’s Growing Empathy is hard: listening
- 12. Empathy is hard: understanding I couldn’t get
- 13. Empathy is hard: contextualizing Importance? Significance? Urgency?
- 14. ONE DOES NOT SIMPLY MAKE A FORTUNE 500 COMPANY EMPATHETIC
- 16. “ “Most people do not listen
- 20. Thank you! Nithi Vivatrat Nithi.vivatrat@clarabridge.com
: the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another em· pa· thy noun \ˈem-pə-thē\
Слайд 5: the action of understanding, being aware of, being sensitive to,
and vicariously experiencing the feelings, thoughts, and experience of another
em· pa· thy
noun \ˈem-pə-thē\
Слайд 6“The state of empathy, or being empathic, is to perceive the
internal frame of reference of another with accuracy and with the emotional components and meanings which pertain thereto as if one were the person.”
—Carl Rogers
“Empathetic: An Unappreciated Way of Being”, 1975
Слайд 9In the Age of the Customer, a company’s Empathy will be
its primary predictor of long-term business success.
An empathetic organization will cultivate lasting, positive relationships with its customers that transcend momentary challenges or threats.
An empathetic organization will cultivate lasting, positive relationships with its customers that transcend momentary challenges or threats.
Слайд 12Empathy is hard: understanding
I couldn’t get any help
No pude conseguir ninguna
ayuda
Cdn’t get hlp #servicefail Q: How was the service?
Good Fair Poor
Cdn’t get hlp #servicefail Q: How was the service?
Good Fair Poor
Requires Interpretation
NPS
Promoters
Social Buzz
Likes
Call Volume
CSat
% Resolution
Inconsistent Measures
Largely Unstructured
95%
Detractors
Слайд 16“
“Most people do not listen
with the intent to understand;
they listen with the intent to reply.”
STEPHEN R. COVEY
AUTHOR OF “THE 7 HABITS OF HIGHLY EFFECTIVE PEOPLE”
“Most people do not listen
They listen with the intent
to reply.”
