Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers.
Both Forrester and the Temkin Group have begun focusing much more on the emotional elements of an experience, which is spot-on. Emotions are the greatest driver of loyalty – and of disloyalty. And you can’t solve them without empathy.
