Is Customer Empathy All Talk or a Difference Maker?

Atticus in To Kill a Mockingbird states, “You never really understand a person until you consider things from their point of view … until you climb into their skin and walk around in it.” Elvis Presley sang, “Before you abuse, criticize and accuse, walk a mile in my shoes.” In this conversation, we unpack the big ideas and linkages between business success and customer empathy with Dr. Natalie Petouhoff, the co-author of Empathy in Action.

Original article by Mark Gandy, CFO Bookshelf


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