Empathy at Scale

If you like this presentation – show it...

Slide 0

Empathy at Scale Nithi Vivatrat SXSW 2015

Slide 1

Slide 2

Slide 3

Slide 4

: 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\

Slide 5

“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

Slide 6

Slide 7

Slide 8

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.

Slide 9

Companies Consumers

Slide 10

Huge Volumes It’s Everywhere 8 25 100 It’s Growing Empathy is hard: listening

Slide 11

Empathy is hard: understanding I couldn’t get any help No pude conseguir ninguna ayuda Cdn’t get hlp #servicefail Q: How was the service? Good Fair Poor Requires Interpretation NPS Promoters Social Buzz Likes Call Volume CSat % Resolution Inconsistent Measures Largely Unstructured 95% Detractors

Slide 12

Empathy is hard: contextualizing Importance? Significance? Urgency?

Slide 13


Slide 14

Slide 15

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.”

Slide 16

Slide 17

Slide 18

Slide 19

Thank you! Nithi Vivatrat Nithi.vivatrat@clarabridge.com