When service becomes automated, empathy becomes the differentiator. Customers will stay loyal to companies that show up with ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Empathy was once considered too soft and squishy for the world of work, but decades of research have shattered that myth. Empathy includes three pieces: sharing others’ experiences, trying to ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

Conversational AI is a game-changer and a business imperative, but how do we get it right? Replace everything with AI or something else? From automating customer support to enhancing sales conversions ...

Source: Juliet, Oil on Canvas, Copyright Candace Charlton, 2015, used with permission In our previous post, "The Light and Dark Side of Empathy," we wrote about how ...

Leadership, like HVAC, is about balance, flow, and connection. Just as heating, ventilation, and air conditioning systems regulate the comfort and safety of a building, empathy regulates the flow of ...