Common Customer Empathy Mistakes (and How to Avoid Them)
The empathy-messaging mistakes that piled up through 2020, from the overused unprecedented-times opener to guilt-driven upsells, and the simple fixes for each.
Topic
Customer Empathy
Case Study: Winning With Customer Empathy
An illustrative scenario from March 2020: a small retailer facing lockdown uncertainty, and the gap between a generic crisis email and one that listened first.