Customer Empathy
A Radical Intervention in
Customer Experience Management and Design
Start leveraging the most under-utilised and powerful human resource in business today — Customer Empathy.
Global performance reports show that current customer experience (CX) practices are failing organisations and their customers.
Two time author and leading authority on Customer Experience, Alex Allwood asks why, with so many organisations investing vast amounts of energy and effort into customer experience excellence, is there at best, only incremental gain?
As it stands, customer experience management and design is overdue for radical intervention.
Customer Empathy is a powerful human resource for positively impacting customer experience excellence. Alex Allwood outlines her customer-centric framework, methods and tools to switch on and scale customer empathy that can be used to solve the common customer experience management problems of low organisational commitment, poor alignment of cross-functional teams, and competing agendas and priorities.
Customer empathy helps leaders and employees to see the customer’s world differently. Doubling down on CX practices by switching on customer empathy to create deeper understanding, more meaningful connection, align and unite teams and enrich decision making to benefit customers, employees and the business.
Author, Alex Allwood features In…
5 Star Reviews From Alex Allwood’s
Latest Book, Customer Empathy
“A profound concept, simply and succinctly communicated. Don’t be limited by the title - this is a book that should be read and adopted as a manifesto by anyone who wants to connect with and serve others in a meaningful way.”
- Sarah P.
“Alex Allwood opened my eyes to a new perspective on how we should view the customer experience and more importantly our relationship and the impact”
- Bette M.
“A profound concept, simply and succinctly communicated. Don’t be limited by the title - this is a book that should be read and adopted as a manifesto by anyone who wants to connect with and serve others in a meaningful way.”
- Sarah P.
“A well researched and easy read. Quickly calls out why many organisations are missing the mark when it comes to executing their customer strategy.”
- Greg M.
“Alex Allwood makes a fresh and compelling case for businesses to drill deeper when it comes to understanding their customers’ experience.”
- Anne F.
“A must read for all who participate in designing customer experiences and interested in nailing it. Highly recommend this book.”
- Tess K.
6 Key Learnings In Customer Empathy
Customer experience management and design is overdue for radical intervention.
Customer Empathy humanises current approaches to customer experience management and design. The ability to empathise enables us to see the customer’s world differently. Through understanding their perspective we create more meaningful connections, align and unite teams and enrich our decision making to make a difference in customers’ lives—and in doing so, deliver customer experience excellence.
Customer Empathy is profitable.
“The top 10 empathy performers generated 50% more earnings than the bottom 10… We see year-on-year market capitalization growth soaring at 23.3%, compared to an average 5.2% across the Index as a whole.” – 2015 Global Empathy Index Report.
Globally, the returns from investing in customer experience excellence are not being fully realised.
Global performance reports reflect current customer experience (CX) practices are failing organisations and their customers. Forrester’s CX Index showed again this year, that “81% of brand scores stagnated; most industry front-runners were repeats; many gains too minor to render them statistically significant.”
With so many organisations investing vast amounts into customer experience excellence, WHY is there at best, only incremental gain?
The Customer Empathy deficit present in organisational culture is keeping customers at arm’s length. Data now represents customers that are out of view, who are seen as numbers on a spreadsheet and CX scores rather than human beings. Alex Allwood discusses how to change this status quo.
Empathy is fundamental to customer centricity.
Customer Empathy is fundamental to customer centricity; putting customers’ needs at the centre of thinking, problem solving and decision making to deliver customer experience excellence.
Alex Allwood discusses how to switch on, strengthen and scale Customer Empathy across your business to provide a new lens through which to see the customer’s world differently.
Understanding the customer’s perspective, feeling what they’re experiencing and considering this in designing and delivering experiences.
Ideal for VP's and executive leaders, customer experience professionals, CMO, CCO, CXO, senior leaders in customer roles, sales and marketing and customer service.
Written with the purpose of inspiring and empowering leaders with new possibilities and to provide teams with customer-centric frameworks, methods and tools.
Learn how to leverage the most under-utilised and powerful human resource in business today – Customer Empathy.