| Ingredient 23. | Sympathize with the Situation |
“Let us train our minds to desire what the situation demands.” —Lucius Annaeus Seneca, philosopher
The Problem
Organizations come across as incompetent and insensitive when they provide customers with incorrect, unwanted, and untimely advice.
The Solution
Understand what customers feel under specific circumstances to deliver more-appropriate experiences.[58]
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Ask them what they want. Understand a customer’s frame of mind at the start of an interaction. Try using a wizard interface to capture their feelings.[59] Show how answering questions will ...
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