On this episode Amelia welcomes Peter Dorrington, Co-Founder and Chief Strategy Officer at Anthrolytics, a company that combines behavioral and data science to determine what a customer will do next.
Topics discussed include:
- Digital empathy and Peter’s professional journey with data science and analytics.
- The differences between cognitive empathy, emotional empathy and compassion.
- The importance of CX feeling human to establish rapport with the customer.
- Why it is important to pay attention to the emotional language people use talking about your company.
- The moment of truth, which is based on the point at which someone decides to act and the moment at which they do act.
- The most overlooked and neglected group of customers and why they’re important.
- How making offers, without thinking about how it makes customers feel, can backfire when it comes to customer satisfaction.
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