Customer Empathy

A Radical Intervention in
Customer Experience Management and Design
Start leveraging the most under-utilised and powerful human resource in business today — Customer Empathy.

Global performance reports show that current customer experience (CX) practices are failing organisations and their customers.

Two time author and leading authority on Customer Experience, Alex Allwood asks why, with so many organisations investing vast amounts of energy and effort into customer experience excellence, is there at best, only incremental gain?

As it stands, customer experience management and design is overdue for radical intervention.

Customer Empathy is a powerful human resource for positively impacting customer experience excellence. Alex Allwood outlines her customer-centric framework, methods and tools to switch on and scale customer empathy that can be used to solve the common customer experience management problems of low organisational commitment, poor alignment of cross-functional teams, and competing agendas and priorities.

Customer empathy helps leaders and employees to see the customer’s world differently. Doubling down on CX practices by switching on customer empathy to create deeper understanding, more meaningful connection, align and unite teams and enrich decision making to benefit customers, employees and the business.

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Author, Alex Allwood features In…

6 Key Learnings In Customer Empathy
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Customer experience management and design is overdue for radical intervention.

Customer Empathy humanises current approaches to customer experience management and design. The ability to empathise enables us to see the customer’s world differently. Through understanding their perspective we create more meaningful connections, align and unite teams and enrich our decision making to make a difference in customers’ lives—and in doing so, deliver customer experience excellence.

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Customer Empathy is profitable.

“The top 10 empathy performers generated 50% more earnings than the bottom 10… We see year-on-year market capitalization growth soaring at 23.3%, compared to an average 5.2% across the Index as a whole.” – 2015 Global Empathy Index Report.

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Globally, the returns from investing in customer experience excellence are not being fully realised.

Global performance reports reflect current customer experience (CX) practices are failing organisations and their customers. Forrester’s CX Index showed again this year, that “81% of brand scores stagnated; most industry front-runners were repeats; many gains too minor to render them statistically significant.”

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With so many organisations investing vast amounts into customer experience excellence, WHY is there at best, only incremental gain?

The Customer Empathy deficit present in organisational culture is keeping customers at arm’s length. Data now represents customers that are out of view, who are seen as numbers on a spreadsheet and CX scores rather than human beings. Alex Allwood discusses how to change this status quo.

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Empathy is fundamental to customer centricity.

Customer Empathy is fundamental to customer centricity; putting customers’ needs at the centre of thinking, problem solving and decision making to deliver customer experience excellence. 

Alex Allwood discusses how to switch on, strengthen and scale Customer Empathy across your business to provide a new lens through which to see the customer’s world differently.

Understanding the customer’s perspective, feeling what they’re experiencing and considering this in designing and delivering experiences.

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Ideal for VP's and executive leaders, customer experience professionals, CMO, CCO, CXO, senior leaders in customer roles, sales and marketing and customer service.

Written with the purpose of inspiring and empowering leaders with new possibilities and to provide teams with customer-centric frameworks, methods and tools.

Learn how to leverage the most under-utilised and powerful human resource in business today – Customer Empathy. 

About the author – Alex Allwood

Alex Allwood is the founder and Principal Consultant of the customer experience management consultancy, All Work Together.

Alex works with leading Australian and international organisations to connect customer and culture; empowering leaders and employee teams to work together to enhance customer value and drive customer-centric growth.

Alex also teaches people in business how to develop and strengthen customer empathy skills to improve their customer experience capabilities.

Customer Empathy is Alex’s second book. You can find more of her writing in local and international publications including, BRW Magazine, CMO Australia, CustomerThink, Marketing Magazine, Smarter CX and more.  

5 Star Reviews From Alex Allwood’s First Book, Customer Experience Is The Brand
"This is one of the few books in the CX space you'll ever need."
"‘This is a book to keep close by. It promotes a high, but achievable agenda for the future"
"Highly recommend this as a fantastic growth strategy read"
"This was one of the first books I read on Customer Experience. It definitely sparked my passion and I refer to the book often :)"
"This is a great book to make sure that you understand and are at the crest of the wave of change."
"Very readable and ideal for sales and marketing management who want to put their customers at the heart of their brand..." 
Read More 5 Star Reviews On Amazon.com
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Act Fast!
If You Are Among The First 100 People To Purchase The Paperback, Your Book Will Be Personally Signed By The Author, Alex Allwood.

Get the

Kindle eBook

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ADD TO CART

Format: Kindle
RRP: AU$14.99

Get the

Paperback
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Format: Paperback
RRP: AU$34.99
FREE Delivery

Customer Empathy FAQ's

Book Details

Paperback: 144 pages
Publisher: All Work Together Pty Ltd
Published: November 2019
Language: English
ISBN: 
I978-1-925921-65-6
Dimensions: 198x11x129mm
Weight: 
150 grams

Publisher information and contact details

Customer Empathy
A Radical Intervention in Customer Experience Management and Design

First published in Australia in 2019 by All Work Together (Australia) Pty Ltd
Level 8, 99 Elizabeth Street, Sydney, NSW, 2000
Contact us here

Web: allworktogether.com.au
Phone: +612 9211 5575

How do I place a bulk order?
If you'd like to buy multiple copies of Customer Empathy for your next conference, team or customers, contact Alex through the publisher, All Work Together–there are discounts for bulk orders and Alex will personally sign each book!

Booking Alex for a conference keynote 

Alex  Allwood is a two time author and regarded as one of Australia’s leading authorities on Customer Experience. Inspiring audiences to harness the power of customer centricity she has had the privilege of sharing her knowledge and expertise with hundreds of business leaders at conferences, seminars, retreats and events. To discuss your next event contact Alex through the publisher, All Work Together.

Customer Empathy 'learn-by-doing' training workshops 

Alex's signature 'learn-by-doing' training workshops are ideal for organisations looking to switch on customer empathy and develop employees' customer-centric capabilities. Contact Alex through the publisher, All Work Together.

Read more of Alex's published articles

As Featured In…

Bridging Organizational Silos With Customer Empathy

The reality is, siloed functions and a siloed mindset are entrenched in our organizational DNA.

In my experience, the most effective enabler in changing the silo status quo is helping people across the business develop their customer empathy skills.

As Featured In…

‘Less of This, More Of That’ – Getting CX Transformation Right 

Let’s face it, with an ever-growing list of competing must-have’s and must-do’s, the appetite for systemic customer experience transformation has slowed to a ‘work-in-practice’ level.

Developing customer empathy skills in day-to-day thinking, problem solving and decision making is at the heart of my customer-centric methodology.

As Featured In…

Empathy Is The Key To Customer Experience 

In an effort to deliver organisational outcomes have we lost the art of caring?

Customer experience is a strategic business proposition that promises engagement, competitive advantage and sustainable growth.

Whilst the discipline is recognised for delivering better business outcomes, what’s increasingly absent is the skill of customer empathy.

Subscribe to Alex Allwood's weekly newsletter for the customer obsessed – The Quickbite

“I really enjoy reading The Quickbite – full of valuable and thought-provoking insights and advice.”

Linden Brown, Market Culture

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