smith+co on
customer experience
Shaun Smith
  • By Shaun Smith
  • Jul 13 2009

Empathy or apathy in the Contact Centre?

I was talking to Jamie Lywood, of Harding & Yorke recently. Jamie’s company works on empathy – ‘empathy architects’ they call themselves. Customer empathy is the sense of rapport (that you are on their side and understand them) and, as a result, loyalty, that customers feel when they contact your organisation. Their research shows that a one point increase in customer empathy leads to a 16.4 point increase in financial returns.