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.
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