empathy in customer service

Empathy in Customer Service. What Do Experts Say?

Empathy is often lauded as a critical key to successful customer service. But how does it work? What role does empathy play in helping create customers for life and not mere customers for now? And, what about the flip side: what’s the damage done by lack of empathy? After all, we’ve all heard stories and experienced firsthand the horror of dealing with a “service” representative who is anything, but nice. A Korean study in the healthcare sector found that empathy improves patient satisfaction and compliance. Five hundred and fifty outpatients at a large university hospital participated in the study. The results of this study showed that the physician’s empathic communication skills significantly and substantially influenced patient satisfaction and patient compliance.

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How Digital Transformation Can Revolutionize Your Customer Service

How Digital Transformation Can Revolutionize Your Customer Service

The global market has gone digital. The impacts of COVID-19 and the rise in eCommerce have shifted how consumers interact with their favorite brands and businesses. However, despite these seismic shifts and massive opportunities, many have still yet to embrace digital transformation. A failure to recognize how rapidly technology is changing customer expectations could have consequences for every business, regardless of industry or niche. When a company or organization understands the power of digital transformation and acts accordingly, they have the potential to become a leader in their field. They can build a loyal customer base, increase revenue and see an improvement in brand image.

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