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Customer Delight Tips: How Important Is Empathy? - Science/Technology - Nairaland

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Customer Delight Tips: How Important Is Empathy? by JasonBrownM: 10:56am On May 06, 2019
Empathy Is Key To Customer Delight


Search Instagram for #retailtherapy. As of April 21, 2015, there were 595,502 posts. Shopping is not a chore anymore. Some don’t even plan for it. More often than not, it’s driven by pure impulse. And pretty much, almost always is considered a mood lifter.

So as a retailer, the question you need to ask yourselves is, ‘are we making this mood-lifting experience delightful?’

If yes, do you know what the biggest contributor to providing a complete customer experience is? It’s the feeling of empathy.

Four Effective Tips To Bring Empathy Into Your Game


Empathetic sales representatives add that competitive advantage to traditional brick and mortar retailers. With that being said, how do you instill a sense of empathy in them?

Here are some valuable tips.

1. Help customers find the products they are looking for.

2. Understand their frustration at the unavailability of products.

3. Apologize and assure to notify them or even taking the next step and deliver the product to their doorstep when it becomes available.

4. Greet your regular customers by their first name at the billing counter and give them customized offers.

A large set of customers love the personal interaction and the human factor while dealing with their brands. Thus the onus is on you now to recognize your customers’ needs and doing something about it. And when you do that, your customers will reward you with their loyalty and also become strong advocates of your brand.

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