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CX Talks: Listening with Empathy to Connect with Customers

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To hear and view the complete talk, go to: http://gearmark.blogs.com/ux_and_agile/2018/05/listening-empathy-connection.html

Publié dans : Direction et management
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CX Talks: Listening with Empathy to Connect with Customers

  1. 1. Listening with Empathy to Connect with Customers
  2. 2. Be present.
  3. 3. Be curious and learn. Don’t expect to hear something specific.
  4. 4. Acknowledge that relationships are built on conversations.
  5. 5. Broaden your definitions of conversation and listening.
  6. 6. Go inside out. Look internally to your team. Can they feel empathy towards your customers?
  7. 7. Connect by listening, validating emotions, respecting the speaker.
  8. 8. How listening can bring you to empathy: • Be present. • Be curious and learn. • Acknowledge that relationships are built on conversations. • Broaden your definitions of conversation and listening. • Go inside out. • Connect by listening, validating emotions, respecting the speaker.

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