Empathy at Scale

Понравилась презентация – покажи это...

Слайд 0

Empathy at Scale Nithi Vivatrat SXSW 2015

Слайд 1

Слайд 2

Слайд 3

Слайд 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\

Слайд 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

Слайд 6

Слайд 7

Слайд 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.

Слайд 9

Companies Consumers

Слайд 10

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

Слайд 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

Слайд 12

Empathy is hard: contextualizing Importance? Significance? Urgency?

Слайд 13


Слайд 14

Слайд 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.”

Слайд 16

Слайд 17

Слайд 18

Слайд 19

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