When faced 74%21% 5%EMPATHY CAN TURN THINGS AROUND ‘Fight or flight’ is human nature when faced...
Transcript of When faced 74%21% 5%EMPATHY CAN TURN THINGS AROUND ‘Fight or flight’ is human nature when faced...
Over 79,000 customer interactions across a broad range of companies and industries were reviewed to see if empathyreally mattered. Here are the findings...
How to improve your Customer Experience Index scores by showing customers a little love.
13% of callers are already upset before your employee has a chance to respond
After multiple attempts
2nd Attempt1st Attempt
12%
88%
66%
34%
44%
56%
4 xmore
frustrated and upset when customers
need to put in additional effort to resolve a problem
EMPLOYEES OFTEN MIRROR THE CUSTOMER’S EMOTIONS
CUSTOMER FRUSTRATION IS ON THE RISE
21%of employees are
indifferent, disengaged, transactional
5%of employees are
combative, argumentative,
rude
74%of employees are fully engaged and
present
When faced with an upset
caller…
Contributes to Detractors
EMPATHY CAN TURN THINGS AROUND
‘Fight or flight’ is human nature when faced with adversity
~30% improvement in customer outcomes with empathy
WHY THIS MATTERS NOW!
‘Based on this experience, how likely are you to recommend this company to your friends and family?’
66%
34% 38%
62%
19%
81%
Agree NeutralDisagree
GET RECOMMENDED MORE OFTEN
THE CUSTOMER’S PERCEPTION IS EVERYTHING
CUSTOMER EMPATHY
First call resolution
Matters in a multi-
channel, multi-
touch world.