2021 will be the year when you will see more customers reaching out to companies who are creating amazing customer experiences.

The buzz word for this year is empathy. Human-to-human interaction has never before been more highly sought after due to the effect of Covid-19. Ensuring that your customer sales team is empathetic, that they are able to actively listen to your customers and that they are able to answer questions or solve problems, is vital.

Empathy is the ability to step into the shoes of another person, aiming to understand their feelings and perspectives and is a crucial tool in understanding what your customers really need.

But don’t just take our word for it! According to the results of a McKinsey survey conducted in March, customer experience is evolving: “By consciously providing empathy and care during this crisis, companies can build a foundation of goodwill and long-lasting emotional connections with the communities they serve.”

If you acknowledge the concerns of your customers you are demonstrating that your company is willing to support them and that will allow you to create long-lasting relationships with them.

“Leading in a caring, empathetic manner during these difficult times has the potential to create real connections that will outlive the social and economic impacts of the pandemic. And large companies should consider it a duty to serve the communities in which they do business.” McKinsey

To find out how to include empathy as part of your customer experience, get in touch with BC Training Solutions.