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Empathy at Scale Nithi Vivatrat SXSW 2015
: the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another em· pa· thy noun \?em-p?-the\
“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
In 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.
Huge Volumes It’s Everywhere 8 25 100 It’s Growing Empathy is hard: listening
Empathy is hard: understanding I couldn’t get any help No pude conseguir ninguna ayuda Cdn’t get hlp #servicefailQ: How was the service? Good Fair Poor Requires Interpretation NPS Promoters Social Buzz Likes Call Volume CSat % Resolution Inconsistent Measures Largely Unstructured 95% Detractors
Empathy is hard: contextualizing Importance? Significance? Urgency?
14 ONE DOES NOT SIMPLY MAKE A FORTUNE 500 COMPANY EMPATHETIC
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.”
Thank you! Nithi Vivatrat Nithi.firstname.lastname@example.org