n.vivtrat sxsw15 clarabridge

Empathy at ScaleNithi Vivatrat

SXSW 2015

: the action of understanding, being aware of,

being sensitive to, and vicariously experiencing the

feelings, thoughts, and experience of another

em· pa· thynoun \ˈem-pə-thē\

“The state of empathy, or being

empathic, is to perceive the

internal frame of reference of another with accuracy and with

the emotional components and meanings which pertain thereto

as if one were the person.”

—Carl Rogers“Empathetic: An Unappreciated Way of Being”, 1975

In the Age of the Customer, a company’s

Empathy will be its primary predictor of

long-term business success.

An empathetic organization will cultivate

lasting, positive relationships with its

customers that transcend momentary

challenges or threats.

Companies

Consumers

Huge VolumesIt’s Everywhere

8

25

100

It’sGrowing

Empathy is hard: listening

Empathy is hard: understanding

I couldn’t get any help

No pude conseguir ninguna ayuda

Cdn’t get hlp #servicefail

Q: How was the service?

Good Fair Poor

Requires Interpretation

NPS

Promoters

Social Buzz

Likes

Call Volume

CSat

% Resolution

Inconsistent Measures

Largely Unstructured

95%

Detractors

Empathy is hard: contextualizing

Importance?Significance? Urgency?

Performance

Impact on Satisfaction

Cold EntréeRude Service

Frequency

14

16

“Most people do not listen

with the intent to understand;

STEPHEN R. COVEYAUTHOR OF “THE 7 HABITS OF HIGHLY EFFECTIVE PEOPLE”

They listen with the intent to reply.”

Thank you!

Nithi VivatratNithi.vivatrat@clarabridge.com