Yesterday, I received an email from Adobe with a link to download a PDF file about putting yourself in your customers’ shoes. They talk about serving with empathy and creating loyal customers. It’s like they took a chapter directly from my favorite brother’s book that was written 10+ years ago.
Did you know that Google has an Empathy Lab? They do! The lab’s focus is to make voice assistants sound less creepy. If I were unemployed with a career ahead of me, becoming an empathy scientist dedicated to creating caring virtual assistants would be a perfect fit!
Merida would like that job too.
Here’s one more “did you know” fact:
83% of US customers would rather talk to a live person as opposed to a digital customer service agent.
Accenture
Well duh! I can only speculate that the other 17% are tired of trying to understand that person in India – or they’ve been through the endless loop of digital Hell trying desperately to actually GET a real person to talk to.
Serving the Pesky’s with empathy…
Since a good portion of the corn field to the west of here was harvested yesterday, I could almost stretch a string with cans tied to the ends and talk to my Momma. Those pesky neighbors live in the barndo with a green roof in the photo below.
I’ll admit, I ride the struggle bus when it comes to serving their digital needs (multiple iPhones and iPads, an Apple watch, and Alexa) with empathy. I try to put myself in their shoes, Adobe… but it ain’t easy. 😉
TIL (Today I Learned): In the 1960’s people used to drink Dr Pepper as a HOT drink in wintertime.