Customers Expect Empathy. Here’s How to Deliver It.

Empathy was once considered too soft and squishy for the world of work, but decades of research have shattered that myth. Empathy includes three pieces: sharing others’ experiences, trying to understand their version of the world, and caring for their well-being. When people express empathy, they build deeper, more nourishing relationships. When they receive it, their trust, morale, and happiness rise.