Walking Your Talk | Culture Change & Leadership

30: Customer-centricity series - Beware self-absorption, it kills empathy

Nov 25, 2019

The podcast discusses the importance of shifting from self-absorption to empathy when serving customers. It emphasizes prioritizing customer needs, cultivating empathy, and personalizing engagement to provide genuine customer care.

09:24

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Quick takeaways

Self-absorption impedes empathy, while focusing on others expands compassion.

Prioritizing customers involves active listening, avoiding personal topics, and engaging in their important events.

Deep dives

Importance of Empathy and Customer Focus

Focusing on others expands our world and diminishes our own problems, emphasizing the significance of empathy and compassion. The podcast delves into the concept of walking in the customer's shoes to develop a deeper understanding and build empathy. It stresses the need to prioritize customers, making them feel crucial by centering actions and communication around their importance.

Building Empathy with Customers

01:45

Introduction

3min

Prioritizing Customer-Centricity and Empathy in Business

5min

Embracing Customer-Centricity Through Personalized Engagement

2min

How good is it when we feel we are the most important person in someone else’s world? That’s what we want our customers to feel. But self-absorption leads to a focus on our own priorities and pressures, and customers quickly feel like one more thing to deal with. This episode covers some ideas for turning this around.

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Website: www.carolyntaylorculture.com
Podcast: www.carolyntaylorculture.com/podcast
Walking the Talk: www.walkingthetalk.com