Customer Experience: encourage dialogue on empathy and emotions

It would be positive for commercial organizations to stop shying away from terms like ‘empathy’ and ‘emotions’! They must comprehend the proximity of these terms to consumer loyalty. Therefore, executives or CX professionals must include these terms in their communications, at least some if not all the time. They cannot relegate these terms to the trash bin, with a sentiment of, “They have no place in hard-core business”. When they understand the meanings of these terms, they will learn to empathise with customers’ emotions about the interactions they have with the commercial establishment. In turn, empathy will result in positive actions, thereby ensuring greater customer satisfaction.