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How do you build customer empathy among new employees?
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Frances Bennett
One effective approach is to incorporate customer stories and testimonials into the onboarding process.
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Yeah agreed, what do you use to document the customer stories/testimonials etc? @bennett3fran
Great question, Arjun. I find that sharing customer testimonials, case studies, and direct feedback with new employees can be powerful. Regularly putting them in the customers' shoes also helps. Maybe even have them use the product as a customer would.
Thanks for sharing @svitlana_palamarchuk , how do you make that they get enough context, not overwhelmed, but understand the problem space fast?
We also, try to share snippets from customer conversations, articles about the space etc, but still wondering what else can we do to make this faster.
@arjunarora108 using the product they are working with. fastest way to onboard someone :)
As a New employee, how well the stakeholders manage to align me with their vision and mindmap for their customers is something that helps
I think it shows in the interview that the person is willing to be empathic for the client. Of course, there are different people, and the formation of empathy for customers is necessary to promote the company. I think a manager can help his employee with this through a conversation and show that this is an important part for the company and the job.
@arjunarora108 tough question, but what has worked for us is that we rely on our product to get new employees closer to our users.
So, we are building a product feedback platform and as part of onboarding, we share short video clips of important feedback calls with new joinees. It helps them get a grip on what our users need, and how they perceive our product and that really helps in building customer empathy in the team.