When service becomes automated, empathy becomes the differentiator. Customers will stay loyal to companies that show up with ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Providing industry-leading customer experience is often dependent on your ability to provide efficient, timely and personalized service to customers during every interaction with you. Many companies ...

“Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.” Those are the words of Alfred Adler, the renowned Austrian psychotherapist. In ...

Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...