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Where Empathy Meets Process: Turning Social Care into a Competitive Advantage
Manage episode 493493947 series 3629007
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In this episode, I’m unpacking a big CX truth: empathy without process is chaos. But process without empathy? That’s just cruelty.
I share how empathy and structure together unlock scalable social care—including a story from my twenties (yes, there’s beer involved) and how we helped Brother International cut response time by 3,791%.
You’ll also hear the Three E’s that drive connection and results:
- Embed empathy in your workflows
- Enable empowerment on your frontlines
- Evaluate consistency monthly
🔗 Mentioned In This Episode:
- Listen to Jill’s full interview
- Read the Brother case study
- Subscribe to Lost to Loyal for weekly CX truth bombs
28 episodes
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