Learn how using empathy-based business criteria will transform customer and employee experiences, galvanize trust and loyalty, and drive exponentially better business results.
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Most leaders believe they provide great customer and employee experiences, yet multiple surveys reveal a sad truth: Most customers and employees don’t agree. In this book, CEO Tony Bates and Dr. Natalie Petouhoff explore the reasons customer and employee experiences are often lacking in business today — and they unveil a new approach for creating a customer- and employee-centric business model that yields better long-term results.
Using case studies, impactful stories and a fascinating new framework for creating customer- and employee-centric experiences, the authors demonstrate how leaders are disrupting industries by orchestrating the components of the exponential “Empathy in Action™ Business Flywheel.”
Why are customer and employee experiences often lacking? How can you deliver experiences using Empathy in Action to garner trust and earn loyalty? And what will it take to go beyond the tired declarations that customers or employees are top priorities and actually build a workforce that believes this — and puts it into practice — every day?
Rather than just give lip service to these often-misunderstood ideals, this book offers a surprising new take on how to build businesses that no longer compromise the customer and employee relationship and instead make it their highest priority.
Based on millions of customer interactions and more than a decade of work on the front lines helping some of the world’s largest brands create true engagement, the authors developed a bold set of people-centric business criteria. By putting themselves in the shoes of their customers and employees, leaders can orchestrate experiences that earn trust and loyalty — radically disrupting their industries and exponentially driving better financial performances.
A book with the credibility and experience to start a broader business conversation about delivering better customer experiences through empathy.
Empathy in Action delivers a systematic, intentional approach to transform your organization. Keep this book close by because you’ll be referencing it frequently!
Bates and Petouhoff examine why customer experience have fallen short in the past and spark your imagination about a new world of superior, empathetic customer experiences.
“Experience” happens when leaders guide their organization to behaviors and habits that earn admiration and sustainable growth. Use this book as a practical guidebook to achieve these outcomes.
Want to know how your business scores on delivering empathic, customer/employee-centric experiences? Learn more here.
All book proceeds will go to support the following charities: