Video: Empathy as a Superpower: 4 Steps to getting it right

Hi, I’m Steven Ramirez. I’m the CEO of Beyond the Arc. If you’ve been following us, you know that we’re absolutely passionate about customer experience, and one of the topics that we talk a lot about is empathy. But empathy is a very nuanced idea.

It’s not easy to put into practice, but we’ve come up with some tips to do exactly that on the Beyond the Arc blog.

Look for our latest blog post on empathy as a superpower by Gavin James, one of our lead customer experience strategists.

And what Gavin does is break down in step-by-step fashion ways that you can move beyond just an intellectual understanding of empathy to a real action plan for your organization. We think about it in terms of four superpowers that you can acquire and then put to work for your organization. One of the things that Gavin points out in the article is that when you think about putting selves in the customer’s shoes, perhaps we’ve been missing the boat. Really, it isn’t about thinking about what you would door how you would feel if you were them. It’s really trying to understand what it really feels like to be them.

I think that’s a really important distinction and one that Gavin expands on the article. So what’s the answer? Gavin points to personas and journey maps as two key tools.

Personas help you articulate the attitudes and behaviors of different customer segments and journey maps. Help you to identify where, when, and how these people may be most impacted. Together. Those insights can inform you and your communication strategies. Take a look and I’d love to hear your comments.

Please post them here on this thread. Thanks again. I’m Steven Ramirez. Appreciate your time.