We talked a little in the past about whether or not customer empathy was real, and if so, whether or not it was important. As you most likely recall, we concluded that the answer to both of these quandaries was a definite yes. Customer empathy is very important, and very real, and companies with great customer…

Customer empathy is something of a polarizing topic for user experience and CRM experts alike, and it’s not surprising when you look at the nature of empathy as a whole. Empathy is different from sympathy in that empathy is genuinely feeling and understanding the feelings or plights of others, where sympathy is merely feeling remorse for…