Big companies say they care for their customers. Some are now trying to use empathy as a way to increase their value, change their marketing research and focus more on people. It’s easy to take potshots at these big companies but what about when the focus turns to small businesses? Are you using caring as a business tool?
I’m sure many of us have our examples about being treated just as a transaction from the larger supermarket chains, especially in retail. I recently bought a juicer machine only to find out when I got home that the pulp container section was broken in the box. I called the store. No apologies – nothing like that. One hour after buying it, I was asked, “When did you buy it?” That’s all. No apologies for the inconvenience. No free parking ticket to go back to the shopping centre. No speedy service to resolve the issue when I went to the store.
Continue reading “Are you showing your customers enough empathy?”
