You never know with these things when you’re trying something new what can happen. This is all experimental. ~Richard Branson
Over the years, there have been surprisingly few breakthroughs in the airline customer experience - until recently. Sir Richard Branson’s venture into the U.S. market, Virgin America, (VX) is redefining air travel by providing passengers with a fresh, distinctive on-board experience. The carrier is less than two years old but it’s quickly becoming a template for what’s possible in the future.
The choices VX is making demonstrate a “customer experience mindset” that’s all too rare in the industry. It’s evident that the VX team devoted their attention to passenger comfort and convenience. Features “baked in” to the customer experience include seats with power-outlets and USB ports. Cabins in their new A320s have soft mood lighting.
It is with the heart that one sees rightly; what is essential is invisible to the eye. ~Antoine De Saint-Exupery, The Little Prince
Business stories about “empathy” are springing up again. BusinessWeek ran one (Empathy = Growth) last week. Fast Company covers the subject periodically. Authors are urging readers to consider the merits of empathy despite the need to cut operating costs as demand for services declines. It makes sense for businesses to re-evaluate their customer relationships in this environment. I think empathy remains widely misunderstood and its role is undervalued in the business community.
Simply put, empathy is rooted in the capacity to see the world through the eyes of another person. Empathy enables a provider of service to recognize the buyer’s feelings, needs, and wants in order to fulfill these drivers through various means.
I’m interested in a broad spectrum of “relational competencies,” including empathy, and how they are used in business. Skillful practitioners use these competencies to show their understanding, respect and appreciation for others. These skills include self-awareness and various social competencies that enable the practitioner to listen to and validate customers which forms the basis of relationships.
Subscribe to this blog's feed
Follow Me on Twitter
