Customer Service Revolution 211: Building Empathy Using a Day in the Life Video
In this episode, Denise Thompson and John DiJulius discuss various themes surrounding age, happiness, and the importance of kindness in society. They delve into the findings of the World Happiness Report, highlighting the decline in happiness in the US and the specific struggles faced by young adults. The conversation shifts to the significance of empathy and compassion in customer service, emphasizing the need for organizations to understand their customers better. John introduces the concept of 'Day in the Life' videos as a tool to foster empathy among employees and improve customer interactions. The episode concludes with insights on workshops and resources available for enhancing customer experience.
Takeaways- The US is experiencing a kindness recession, impacting overall happiness.
- Young adults in the US report the lowest levels of happiness.
- Empathy and compassion are essential in customer service interactions.
- 'Day in the Life' videos can help employees understand customer experiences better.
- Creating empathy within organizations can lead to improved customer service.
- Workshops can provide actionable strategies for enhancing customer experience.
- Understanding customer avatars is crucial for effective service delivery.
- The importance of personal connections in business interactions cannot be overstated.
- Purpose-driven work is increasingly important for younger generations.
Chapters
00:00Celebrating Milestones and Reflections on Age 03:10The World Happiness Report and Kindness Recession 04:56Understanding Young Adults' Happiness Crisis 07:13The Importance of Kindness and Compassion 09:21Creating Empathy Through 'Day in the Life' Videos 14:47Implementing Empathy in Customer Interactions 19:27Crafting Effective 'Day in the Life' Videos 24:13Using Videos for Training and Recruitment 28:26Upcoming Workshops and Resources 31:07CSR_ShowClose.mp3 LinksDay in the Life Template: https://thedijuliusgroup.com/wp-content/uploads/2025/07/Day-in-the-Life-Template.xlsx
Day in the Life Example: https://www.youtube.com/watch?v=erbjQ7VF4mU
Contacts to create Day in the Life Video: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
Interview Questions: https://thedijuliusgroup.com/resources/
The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/
Experience Revolution Membership: https://thedijuliusgroup.com/membership/
Schedule a Complimentary Call with one of our advisors: tdg.click/claudia
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