How well do your employees understand your customers? Closing the perception gap between staff and customers can be a crucial step in making sure you get the most from your customer research. A customer empathy survey is a quick and easy way to find out where you are.
Improving their customer empathy can help your employees understand the how and why of customer feelings and as a result they will be better prepared to solve their problems and meet their needs.
For example, a mirror survey can help you identify the difference between customers and employees perceptions - what your customers see as their main problems versus what your customer service team believe they are. This is a powerful tool and can help you prioritize areas for improvements.
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To find out more about Customer Empathy research and how it would work for your organisation, complete our short online form and a memeber of the team will come back to you.
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Customer Empathy and Mirror Surveys - Webinar
Do your colleagues see things the same way as customers? This webinar discusses how improving their customer empathy can help them be better prepared to solve their problems and meet their needs. And how a mirror survey can help you identify the difference between customers and internal colleagues’ perceptions.
Customer Centricity - Training
Customer centricity is all about placing the customer at the heart of what your organisation does. It's about creating a culture where customer experience is the top priority. This half day course will give you an understanding of the key areas to focus on to make your organisation more customer centric. We'll also discuss how to tackle these in practice.