Brand empathy is different from merely identifying customer needs, serving up useful information, or even understanding the personal motivations that drive consumption. True brand empathy is about creating a shared journey between your brand and its audience. It involves a deeper connection to and understanding of that audience on an emotional level, as well as rational and transactional ones.
Global news outlets are filled with articles about the brands that have responded best to the recent crisis; from Mcdonald’s delivery free food to healthcare workers, Louis Vuitton being one of the first brands to start manufacturing hand sanitiser and Amazon offering free audible books for children.
In the midst of a crisis, it is the moments of kindness and empathy that are capturing customer’s hearts. This is the perfect opportunity for you to show to your consumers and employees that you truly care. This webinar will explore different ways on how to communicate empathy by:
• Stepping up by offering advice and giving reassurance on all your platforms
• Effectively educating customers with real information
• Supporting those in needs with your products or services
• Retaining communication with customers digitally