Temkin Group Launches Campaign to Increase Empathy within Organizations

 Temkin Group has announced its Amplify Empathy Challenge to help organizations raise the level of empathy for their customers. People can share their ideas and best practices as Temkin Group’s new Amplify Empathy website with the opportunity to win a $500 Amazon gift card. Five different individuals submitting the best ideas for customer engagement will receive awards with winners to be announced on July 15, 2014 on the company’s Customer Experience Matters blog.

“People have a natural instinct for helping other people, but the dynamics within companies dampen the empathetic connection between employees and customers,” states Bruce Temkin, Managing Partner of Temkin Group. “We want Amplify Empathy to motivate people to think of fresh new ways to help their organizations better understand and serve the needs of customers.”

The Amplify Empathy website also provides links to research on organizational empathy. Participants can download a digital badge once they accept the Pledge to Amplify Empathy in their organizations. Temkin Group will regularly publish research on organization empathy and provide advice on creating people-centric organization,s such as:

• Referring to customers as people rather than as data.

• Examining the customer journey.

• Frequently discussing customer feedback.

• Spreading customers’ actual words.

• Assuming customers will be confused.

• Raise awareness of the emotional states of customers.

• Facilitate “random acts of kindness.”

Winners of the Challenge will be selected based on evaluation of the submitted ideas with criteria that includes level of innovation of the idea, demonstrated success of the idea, and the ability of the idea to be replicated at other organizations.