Reinforcing empathetic communication within the organisation can boost CX and sales

New Ideas in MarketingEssential news for marketers, summarised by YouGov
September 10, 2020, 9:08 AM UTC

Businesses must develop an active listening process to understand their consumers' problems and build mutual relationships.

This article states demonstrating empathy can help marketers provide a clear perspective of their brand to potential prospects while building relationships. They must have an open and transparent line of communication with consumers to understand their issues and provide relevant solutions.

Train the staff to have high levels of empathy to help ensure they understand consumers’ griefs and improve customer experience (CX). Providing excellent consumer services translates into word-of-mouth support, which in turn can impact the brand’s bottom line and stability.

Having an active listening process allows businesses to have a mutual understanding with their customers and enhance empathy levels. The author contends, letting consumers speak their mind can provide marketers with valuable insights about their problems and formulate appropriate responses.

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