Thursday, March 13, 2014

The Critical Element Missing from Your Customer Experience Programs

Following up on Tuesday’s post, “How to Create an Emotional Customer Experience,” here is another example of a powerfully compelling video containing the one critical element missing from many organizations’ customer experience programs: empathy.

Empathy: The Human Connection to Patient Care by Cleveland Clinic

If the video doesn't appear, you can view it at

As you can see, making a difference in people’s lives builds trust and credibility and of course, creates a better world for all of us! To learn more about creating empathy through video, check out these articles:

This year’s Total Customer Experience Leaders Summit (TCEL) focuses on “Return on Relationships: Factoring Empathy into the Stakeholder Equation.” Here are just two of the many TCEL sessions where you’ll "discover the emotional drivers that are critical in creating an effective customer story and how to factor empathy into the bigger equation to get a return on customer relationships:"
  • “Bringing Empathy into Your Organization,” Crystal Collier, CEO, Tarp Woldwide and Dan Hill, President, Sensory Logic 
  • “Empathetic Marketing for Total Customer Experience,” Mark Ingwer, Ph.D., Founder, Insight Consulting Group

Want to learn more about customer experience from Crystal, Dan and Mark in person? Join them at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, go to

Stay connected with TCEL:
  • #TCEL14
  • Customer Experience Leaders
Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at

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