when faced 74%21% 5%empathy can turn things around ‘fight or flight’ is human nature when faced...

Over 79,000 customer interactions across a broad range of companies and industries were reviewed to see if empathyreally mattered. Here are the findings...

How to improve your Customer Experience Index scores by showing customers a little love.

13% of callers are already upset before your employee has a chance to respond

After multiple attempts

2nd Attempt1st Attempt

12%

88%

66%

34%

44%

56%

4 xmore

frustrated and upset when customers

need to put in additional effort to resolve a problem

EMPLOYEES OFTEN MIRROR THE CUSTOMER’S EMOTIONS

CUSTOMER FRUSTRATION IS ON THE RISE

21%of employees are

indifferent, disengaged, transactional

5%of employees are

combative, argumentative,

rude

74%of employees are fully engaged and

present

When faced with an upset

caller…

Contributes to Detractors

EMPATHY CAN TURN THINGS AROUND

‘Fight or flight’ is human nature when faced with adversity

~30% improvement in customer outcomes with empathy

WHY THIS MATTERS NOW!

‘Based on this experience, how likely are you to recommend this company to your friends and family?’

66%

34% 38%

62%

19%

81%

Agree NeutralDisagree

GET RECOMMENDED MORE OFTEN

THE CUSTOMER’S PERCEPTION IS EVERYTHING

CUSTOMER EMPATHY

First call resolution

Matters in a multi-

channel, multi-

touch world.