Over 79,000 customer interactions across a broad range of companies and industries were reviewed to see if empathy really mattered. Here are the findings... 13% of callers are already upset before your employee has a chance to respond After multiple attempts 2 nd Attempt 1 st Attempt 12% 88% 66% 34% 44% 56% 4 x more frustrated and upset when customers need to put in additional effort to resolve a problem EMPLOYEES OFTEN MIRROR THE CUSTOMER’S EMOTIONS CUSTOMER FRUSTRATION IS ON THE RISE 21% of employees are indifferent, disengaged, transactional 5% of employees are combative, argumentative, rude 74% of employees are fully engaged and present When faced with an upset caller… Contributes to Detractors EMPATHY CAN TURN THINGS AROUND ‘Fight or flight’ is human nature when faced with adversity ~30% improvement in customer outcomes with empathy WHY THIS MATTERS NOW! ‘Based on this experience, how likely are you to recommend this company to your friends and family?’ 66% 34% 38% 62% 19% 81% Agree Neutral Disagree GET RECOMMENDED MORE OFTEN THE CUSTOMER’S PERCEPTION IS EVERYTHING CUSTOMER EMPATHY First call resolution Matters in a multi- channel, multi- touch world.