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Shaun Smith

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Shaun Smith speaks and consults internationally on the subject of the customer experience. His first book ‘Uncommon Practice - people who deliver a great brand experience’ investigates how leading brands differentiate. His second book ‘Managing the Customer Experience - turning customers into advocates’ is considered to be a landmark text book on how to create branded customer experiences. His latest book ‘See, Feel, Think, Do – the power of instinct in business’ investigates the role of instinct and innovation in customer experience.  For more information check his website or you can follow Shaun on Twitter.


Empathy - soft skill or hard headed?

18/09/2009 - 08:10

The Sunday Times of the 9th August published a letter from British Airways in response to a complaint from a Mr Rae. The passenger had purchased business class seats for himself and his wife as a special treat when flying to their son’s wedding but were disappointed by a series of menu choices that were unavailable and wines that had run out.

Empathy and the contact centre

07/08/2009 - 16:14

Harding & Yorke conducted research and found that for every percentage point increase in customer empathy there was a 17 point increase in earnings for the average organisation. This finding is the reason why contact centres should not be automated to the point that they take people out of the equation. So many of the customer experiences provided today by contact centres damage rather than strengthen empathy. And this has a direct impact on customer loyalty.


 

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