We all know how important it is for an organization’s leaders and employees to empathize with its customers. Evidence shows that when people understand and care about those they serve, they solve problems more creatively and provide better service.
To Get Employees to Empathize with Customers, Make Them Think Like Customers
Games and simulations can help.
September 28, 2018
Summary.
What’s the best way to cultivate empathy? The standard answer is to spend more time with customers. The next, much more effective step, is to design experiences so that employees become the customer. This takes time and energy but companies, including Carnival Cruise Lines and Consumers Energy, have benefited from the exercise.
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Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.
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New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.