Emotion Archives - M4 Communications

Why Empathy is Important and How to Build it in Your Organization

by Sue Duris in Customer Experience, Customer Experience Management, Emotion, Empathy, Employee Experience, Growth 0

Prior to social media and digital tools, it was a challenge to understand who the customer was and what they wanted to satisfy their needs. Even with all the social and digital tools to help us get close to customers, learn from and listen to them, and engage with them, we still are behind to [...]

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Focus First On Meeting Customers’ Needs, Not on Delighting Customers

by Sue Duris in Customer Experience, Emotion, Voice of the Customer 2

I heard someone say recently that delighting the customer is the same as meeting a customer's needs. That is incorrect. By definition, delighting customers means exceeding their expectations. That's different than meeting customers' needs. I understand why they would think the two are interchangeable. Being able to delight the customer is the holy grail of the [...]

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