Does your organization’s brand make the empathy connection? The importance of that connection was underscored in a recent consumer survey—Customers Expect Empathy. Here’s How To Deliver It.

The ability of a brand to “demonstrate empathy” in their interactions with consumers was important to 79% of consumers—higher than online reviews (73%) and recommendations from friends and family (64%). And, 61% said said they would be willing to pay more to a brand that demonstrates empathy in their interactions with consumers.

But consumers aren’t getting what they seek: 78% don’t believe organizations exhibit genuine care for consumers, and more than 40% said they had left an organization because of its failure to empathize. Interestingly, consumers don’t view artificial intelligence (AI) as the solution: 60% worried…