This is Why You Can’t Walk in the Customers Shoes, So Stop Trying. [Video]

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We often talk about empathy regarding Customer Experience Management. But have we challenged what empathy is, how it relates to emotional intelligence, and how we can make both concepts work even better for us? Today, we examine whether empathy is over-hyped and what it could do for your experience management efforts.

I have been a fan of emotional intelligence since I read Daniel Goleman’s book nearly twenty years ago. I have some interesting statistics on emotional intelligence:

• Emotional intelligence has a 58% influence on job performance.
• 90% of top performers at work have a high emotional intelligence (EQ) score.
• The demand for EQ skills will likely grow six times over the next three to five years.
• Employees with empathetic leaders report an increase in engagement of 76% and creativity by 61%.
• Restaurants managed by …