Empathy and Emotional Intelligence: The Secret Ingredients to Customer Support Success

In today’s hyper-competitive business landscape, companies face a critical challenge: while 90% of customer-facing employees believe they understand their customers’ needs, only 38% of consumers feel truly understood.

This empathy gap isn’t just a minor inconvenience-it’s costing businesses customer loyalty, damaging brand reputation, and directly impacting the bottom line.

When customers don’t feel heard or valued, they walk away-and they tell others about their experiences. In fact, 17% of customers would abandon a brand after just one negative interaction.