Importance of Empathy in Business

I saw a masterclass in empathy. A customer at Raw Juice in Boca Raton hands Alexa, the manager, a coupon. The problem? The coupon is from another Raw Juice. And since each store is independently operated, the coupon isn't valid. Here’s how Alexa responded: “Thank you for coming back. I know this isn’t something you want to hear. Since each Raw Juice is independently owned, coupons aren’t transferable. You couldn’t have known that, I will apply the discount anyway.” Customer: “Wow! Thank you!” Alexa: “My pleasure. Our app applies discounts automatically without you having to lug coupons around. If you’d like, I can show you how it works.” Customer: “That would be great.” Brilliant. Here’s why: (Appreciation) “Thank you for coming back.” (Neutralize negative emotions by labeling them. Chris Voss calls this an accusations audit.) “I know this isn’t something you want to hear.” (Clarity) “Since each Raw Juice is independently owned, coupons aren’t transferable.” (Validate) “There’s no way you could have known that, so that I will apply the discount anyway.” (Illuminating a benefit while letting the customer decide) “Our app applies discounts automatically without you having to lug coupons around. If you’d like, I can show you how it works.” Knowing how to deliver “bad news” in a way that lowers resistance is a good skill to master.

You ever get that sinking feeling when a customer won't stop venting, and you just can't get a word in edgewise? 😩 We've all been there - struggling to regain control of those heated calls. But here's a powerful tip straight from the customer service trenches: Link the communication chain. When customers are fired up, they've slipped into the emotional right side of their brain. And the more you try to interject logically, the more that chain breaks - leading to nonstop ranting and zero progress. To prevent that endless venting loop, you've got to validate their feelings first with a simple phrase like: "I realize this is frustrating for you." "I can see your point." "We want to get to the bottom of this as much as you do." With that one empathetic sentence, you're re-establishing that vital communication link. You're showing the customer "I hear you" before guiding them to a resolution. It's such a game-changer! That small validation puts them at ease, pulling them back from pure emotion into a mindset where they'll actually listen. From there, you can seamlessly steer the call using tactics like signposting ("In a moment, I'll need your claim number") and recapping next steps. But none of that works until you've first linked that communication chain. The next time an irate customer has you feeling flustered, don't get frazzled. Just link that chain with a dash of empathy - you'll instantly regain control of the conversation. I've made it a habit, and let me tell you - it's saved me more times than I can count! Give it a shot on your next heated call and let me know if it helps diffuse those tense moments. Sometimes the simplest solutions are pure magic.🪄

The mom needed jeans for her 13-year-old son. She was nervous and worried about getting it wrong. I was a 16-year-old retail associate, about to get my first lesson in customer empathy. Empathy comes from a shared or relatable experience. It helps us better understand our customer's needs so we can provide a better experience. Clearly, I didn't SHARE my customer's experience. I didn't know how it felt to be a mom trying to buy clothes for a teenage boy. But I could RELATE to the mom for two reasons. First, I had recently been someone's 13-year-old son. Second, I knew how it felt to be overwhelmed when you went shopping for a gift. I reassured the mom, asked her some questions about her son, and helped her buy the perfect pair of jeans. The mom returned with her son a week later to buy more. She was beaming with pride and confidence since the first pair was a huge hit. She was my first repeat customer. Empathy for the win. It took me awhile to break down the technique I had used to empathize with my customer in that moment. Here's the process: 1. Identify the emotion I could tell the mom was feeling nervous. 2. Ask yourself, "Why is this customer feeling this way?" The mom told me directly. She wanted to make sure she bought the right jeans for her son and worried about getting it wrong. 3. Think about a time when you had a similar feeling.  I instantly thought about times when I was nervous about buying something for someone else. 4. Try to demonstrate that you know how they feel. Relating to the mom helped me understand she was looking for assurance. I knew a lot about both our products and the jean preferences of teenage boys, so it was easy for me to make suggestions. 💡Try this technique: practice empathizing with customers you serve today. You might be amazed at how it can improve the experience!

How can we stay focused on every customer’s experience when we operate at the scale of Chase? 🤔 At the Chase Technology Senior Leadership Conference, I had the opportunity to share my thoughts on a crucial aspect of customer service, and I shared something I find myself thinking about often… we need to stop saying "only." As Head of Chase's Infrastructure and Production Management, I’m concerned about any issue that impacts even a small percentage of our customers. This is because at our scale, 1% can mean hundreds of thousands of customers. Given our scale, there can unfortunately be a tendency to say it “only” affects a small number of customers when we have issues affecting our ability to meet our customer promises. But using "only" can diminish the severity of issues and lead to complacency... and considering our scale, we can't afford to be complacent. Using the word "only" stifles curiosity in improving our business and makes us less empathetic to our customers. Here are my suggestions to remove "only" from our vocabulary: • Solve the "Small" Problems: Give teams the time and resources to address minor issues. This allows them to practice empathy and understand the customer experience more deeply. This allows us to address existing customer friction and helps us build better products for customers in the future. • Engage with Customer Challenges: Visit call centers, listen to complaints, or visit a branch and observe how customers and employees interact. Engaging with front line employees and customers directly brings immediacy and emotion to problem-solving, which makes for better solutions. • Focus on Customer Journeys: Establish "customer journey labs" to review pain points and improve experiences from the customer’s standpoint, not the bank’s. As I shared in Nashville with my peers, every minor hiccup represents a real customer with a genuine experience. Let's commit to "sweating the small stuff" and reward our teams for focusing on every customer problem. #CustomerExperience #Leadership

When I worked in hotels, I quickly learned that when a guest was truly upset, level 10 mad, about something seemingly small (no lounge chair at the pool, no ocean-view table, no room left in a snorkeling lesson), it was never just about that one thing. I called it the three-door rule: 🚪 Door One: The immediate complaint. The thing they’re upset about right now. 🚪 Door Two: The earlier disruption. Maybe their flight was delayed, their luggage got lost, or their room wasn’t ready when they arrived. 🚪 Door Three: The real reason. The thing that started the downward spiral. Maybe they’ve been stressed for weeks. Maybe this trip was supposed to be perfect, and nothing has gone right. Here’s the key, if you truly listen, empathize, and do everything in your power to help them, Doors Two and Three start to fade away. Their frustration isn’t just about the lounge chair, it’s about feeling unseen, unheard, or like their vacation (or moment) is slipping away. Exceptional customer service, in any industry—is about being committed to unpacking the real issue. If you can do that, you’re not just solving a problem; you’re turning a bad experience into a great one.

The customer support team hit every KPI last quarter. 99.2% CSAT. 2.3 minute average handle time. 94% first-call resolution. The CEO said "exceptional performance!" Then I read the actual tickets: Ticket #47291: Customer called about wedding catering delivery that never showed. 150 guests. No food. Reception ruined. Support response: "Sorry for the inconvenience. Here's a full refund and 20% off your next order." Ticket closed in 90 seconds. Satisfaction survey: 5 stars. Metrics: Perfect. But here's what the dashboard couldn't measure: That couple will never use our service again. They'll tell this story at every dinner party for the next decade. Their friends will choose the competitors. The reality: One "perfectly handled" ticket. Lifetime value lost: $12,000. Word-of-mouth damage: Immeasurable. I started digging deeper into other "high-performing" tickets. Found dozens of these stories hidden behind green metrics. A birthday party disaster marked as "resolved." A business meeting catastrophe labeled "satisfied customer." Anniversary dinner failure tagged "case closed." Each one a perfect score in our system. All of them a brand-damaging story in real life. Yesterday, someone watched Sarah from the support team handle a similar call. Customer: "The flowers for my mom's funeral never arrived." Sarah didn't offer a refund. Sarah didn't close the ticket in 90 seconds. Instead, she said: "I'm going to personally make sure we get flowers to the service. What was your mom's favorite color?" Handle time: 18 minutes. Resolution metrics: Failed. Customer retention: Guaranteed for life. We're measuring efficiency when we should be measuring empathy. Tracking speed when we should be tracking stories. The best customer support doesn't show up in quarterly reports. It shows up in customer conversations five years later.

WANT CUSTOMER DELIGHT? GO THE EXTRA INCH, NOT THE EXTRA MILE In a world where companies strive to “go the extra mile” for their customers, I propose a counterintuitive thought: You don’t need to go a mile. You just need to go an inch. The smallest, low-cost gestures can have a massive impact on customers, turning ordinary transactions into memorable experiences. The secret - search for the asymmetry between cost and impact. Going the extra inch requires minimal effort and often costs next to nothing. It could be a handwritten note, a smile, a gesture of personal recognition, a small act of kindness. But the effect on customers is profound. It creates emotional connections, fosters loyalty, and makes customers into advocates. The irony - while everyone is busy trying to “go the extra mile,” it is the extra inch that nets you miles of customer loyalty. THE I.N.C.H. FRAMEWORK To master the art of the extra inch, use this simple yet powerful framework: I – Identify Moments of Truth: Look for touchpoints where expectations are neutral or low. These are prime opportunities to surprise and delight. For instance, when I got my car serviced at the Lexus dealership, they washed and vacuumed the car and left a red carnation flower on the dash. I have told more than 10,000 people about the 50-cent carnation. How’s that for ROI? N – Notice the Little Things: Train employees to observe and remember small details about customers—preferences, moods, or special occasions. At the Oberoi Hotel in Mumbai, I asked for a memory foam pillow. Every time I stay there, they put a memory foam pillow on my bed. C – Customize the Experience: Personalize the interaction or gesture. Even the smallest customization can create a huge emotional impact. At Chewy, when a customer returned dog food after their pet passed away, they received a condolence card and flowers. It wasn’t about making a sale; it was about showing empathy. H – Humanize the Interaction: Move beyond scripted conversations. Authenticity and empathy resonate more than robotic efficiency. At Café Lucci, our favorite Italian restaurant in Chicago, the valet, the server, and the owner Bobby - all know us, know our kids, and always ask about the family. We are customers for life! In the race to “go the extra mile,” it’s easy to overlook the power of the extra inch. The secret to exceptional customer service isn’t grand gestures or expensive perks—it’s the tiny, thoughtful actions that leave a lasting impression. Going the extra inch is about mastering the art of the unexpected. It’s about creating emotional connections through small acts of kindness and thoughtfulness. So, the next time you think about how to delight a customer, remember: You don’t have to go the extra mile. Just go the extra inch. You will get miles of loyalty. #Marketing #CustomerExperience #Loyalty #Advocacy

Customer Empathy in CSMs, Part 1 This week, I was asked how to increase the empathy skills of CSMs. From my experience, instilling and growing empathy with the CS teams is all about leadership style. 1.  It's about giving your team the time and space to work with their customers effectively. 2.  Removing challenges that stand in the team's way that takes away from being proactive. 3.  Advocating for the team across the company. 4.  Championing and sharing the wins and outlining learnings/challenges/failures. 5.  Meeting 1:1 with all global team members at least quarterly to see how they are doing as people, not job performance. 6.  As a leader, periodically join customer calls for just a few minutes to support your team and thank the customer for their partnership. 7.  Building cross-functional feedback loops, especially with product, marketing, sales, and support. 8. Encourage team members to actively listen to customers' concerns, feedback, and stories. 9. Promote an environment where listening to each other within the team is equally valued. 10. Having support and customer success teams shadow each other to witness customer interactions directly. 11. Empathy training and workshops; empathy is a core value. 12. Role-playing exercises to simulate customer interactions, helping team members understand different customer perspectives and scenarios. 13.  Develop, review, and iterate detailed customer personas and map customer journeys to help the team understand the various touchpoints and challenges customers face.   14.  Share customer testimonials at all-hands meetings, or better yet, have a customer share live. 15. And, yes, then the passion for empathy and the driving actions become adopted by other teams as they witness its value from cross-functional initiatives. Graphic credit: USEReady #customersuccess #leadership #empathy #csm

"Active listening isn’t hearing. It’s leading." I learned that the hard way. Early in my career, I had poor listening skills. I’d nod along, pretend to understand… Then answer questions I hadn’t even heard properly. Not because I was careless But because I was only listening to reply, not to understand. Fast forward to today, listening is my superpower. It’s helped me build trust, sell more, lead better, collaborate with my team, maintain relationships with customers, solve deeper problems, and connect with people in ways I never imagined. Here’s how I turned things around: 5 skills that made me a better leader, partner, and friend. 🧠 1️⃣ Give Full Attention 🔴 “I’m listening…” (while checking your phone) 🟢 “You have my full focus.” Active listening starts with presence. Eye contact. No distractions. All ears. 🔁 2️⃣ Reflect and Rephrase 🔴 “Okay, got it.” 🟢 “So what I’m hearing is…” This confirms what was said—and makes the other person feel heard. ❓ 3️⃣ Ask Open-Ended Questions 🔴 “Is this what you meant?” (Yes/No) 🟢 “Can you help me understand this better?” Opens the door to clarity, context, and connection. 🤐 4️⃣ Hold Space Without Interrupting 🔴 “Let me stop you right there…” 🟢 Silent nod, patient presence Sometimes, people just need to feel safe to finish their thought. Give them that gift. 💬 5️⃣ Respond Thoughtfully, Not Instantly 🔴 “Here’s what I think…” (rushed) 🟢 “Give me a second to reflect on that.” Powerful responses require pause. Don’t rush wisdom. Key Insight: People don’t remember what you said. They remember how heard you made them feel. Want to lead better? Sell better? Love better? Start by listening better. 👇 Which of these listening skills are you working on right now? Let me know, I want to learn from you. Drop your views in the comments! ♻️ Repost to remind all about the value of active listening. ➕ Samson Akinola for more insights on leadership, customer service, and problem-solving.

Saw this car in the parking lot at the grocery store earlier this week. At first, I read it and walked by. But then I went back to capture the pic. Of course, since I don't know the whole story, I edited the pic to take out the auto dealer's name, etc. Whoever owns this car was so upset with them they took the time to have two of these signs made and affixed to each side of the vehicle. Got me thinking. What did this dealer do or not do to make this person so upset? No matter who your customer, client, guest, etc. is how can we make sure you are not the next sign on a car, or a venting post on social media, etc. We've all been there—anticipating a seamless interaction with a business, only to walk away feeling unheard, undervalued, or frustrated. Disappointing customer service leaves a lasting impression, often more so than exceptional experiences. Why does it sting so much? Expectations. As customers, we expect service that is efficient, empathetic, and solution-oriented. When reality falls short, it can breed resentment and tarnish trust. So, how can businesses overcome these moments of disappointment and turn them into opportunities? 1️⃣ Acknowledge the Gap: Own the mistake and apologize sincerely. A heartfelt acknowledgment goes a long way toward rebuilding trust. 2️⃣ Listen to Understand: Often, customers, guests, clients, etc. just want to feel heard. Listening with the intent to solve, not just to respond, can transform a negative interaction into a collaborative solution. 3️⃣ Empower Employees: Ensure your team has the tools, training, and autonomy to make things right in the moment. Empowered employees are your first line of defense against customer dissatisfaction. 4️⃣ Exceed Recovery Expectations: If a service failure occurs, go above and beyond to rectify it. This might mean a refund, a thoughtful gesture, or simply taking the time to follow up. 5️⃣ Learn and Evolve: Treat every complaint as a learning opportunity. What systems or processes can be improved to prevent this from happening again? ✅ Disappointing customer service is not the end of the road; it’s a chance to showcase your values and commitment to your customers. Every business makes mistakes—it’s how you handle them that sets you apart. ❓ Have you ever turned around a poor service experience, either as a customer or a professional? Would love to hear what you have done to overcome!!! Let’s discuss ways we can all grow from these moments.