CX Quick Take: Defining #compassion in customer experience [Video]

Host Mark Slatin talks with Dr. Steven Trzeciak about defining #compassion in customer experience on the latest episode of The Delighted Customers with Mark Slatin #podcast.

Dr. Steven Trzeciak, a physician scientist and co-author of the book Compassionomics, defines compassion as “an emotional response to another’s pain or suffering or struggle involving an authentic desire to help.” This definition distinguishes compassion from empathy, which is merely the ability to sense and understand another person’s pain. Compassion goes further by prompting action to alleviate that suffering.

In their research, Dr. Trzeciak and his colleagues identified over a hundred peer-reviewed studies illustrating how compassion can lead to measurable improvements in various aspects of patient care. These studies indicate that compassion can positively influence:

Physiological Effects: Compassionate care can result in better physiological responses in patients, which is crucial for recovery.

Psychological Effects: Patients who receive compassionate care experience lower levels of anxiety. For instance, a study involving cancer survivors showed that a brief compassionate interaction with their oncologist—averaging just 40 seconds—resulted in a statistically significant reduction in anxiety levels.

Patient Self-Care: Compassionate interactions enhance patients’ adherence to treatment plans. When patients feel cared for and understood, they are more likely to follow medical advice, take their medications as prescribed, and return for follow-up appointments. This adherence is vital for effective treatment and long-term health outcomes.

Quality of Care: The overall quality of care improves when compassion is integrated into patient interactions. Patients who feel that their healthcare providers genuinely care about them are more likely to report positive experiences and outcomes.

#CX #customerexperience #customerloyalty #customerservice #CXstrategy #CXPA #NPS #CSAT #customers #EX #employeeexperience #employeeengagement #customercentricity #CXleadership #customerservicetraining #customerexperiencemanagement #employeeexperience

According to a Bain Consulting study, 80% of CEOs believe their companies deliver a superior customer experience but only 8% of their customers agree. Host Mark Slatin talks to guests with a wide range of expertise, who share meaningful insights and wisdom to help you close that gap. The show gives you practical tips, proven frameworks, and shares ways to help you delight YOUR customers.