People compare going to a mobile phone store to a dentist- painful, clinical and unempathic. Telefónica in Germany wanted to have the most empathic service and the most engaged customers.
We ran our Empathy Intervention Programme that not only delivered more empathy to customers, but it helped the sales teams feel empowered and have a bigger voice in the company.
Increase customer satisfaction by 6% in just 6 weeks. With onsite visits, we ensured that the momentum continued and customer satisfaction levels remained high.
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