Customer service is a mandate in today’s digital world. Short-term cost considerations must give way to long-term customer delight. Get it right and your customers will love you forever.

We like to think of ourselves as good people who care about those around us and have no problem putting the interests of others ahead of our own. In reality though, we are living in an increasingly competitive world and are bombarded by numerous messages throughout the day that encourage us to want more of everything, and mainly for ourselves. In this ‘survival of the fittest’ environment we have nurtured since the beginning of time there is not a lot of room for empathizing with others on a regular basis.

But now along comes this great Digital Transformation era and one of its main requirements to making it actually work is to understand what people really need, along with when and how they need it.

That requires empathy. Not just from the experience managers who forge these new processes but actually for an entire organization to be geared toward empathizing with a customer on a whole new level.

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