Empathy

In 1993 the founders of Harding & Yorke recognised the huge difference between what was quickly becoming the default way to measure service quality - Customer Satisfaction - and how a customer is made to feel when interacting with a company, product or brand. After all, we argued, it is possible to be satisfied and yet have a lousy experience in be... ing satisfied. Since then we have designed and developed tools to measure and improve Empathy. This is the corporate ability to address the emotional needs of customers as well as the physical needs measured more often than not by more traditional 'satisfaction' measures. It is in this area that we have built our expertise and now offer products, services and expertise to a wide range of industries - all designed to help our clients improve and benefit from improved and sustained customer experiences. Our measurement tools have been proven to be accurate, fair and consistent over time and changing working conditions and in-depth analysis of our findings allows us identity the core cultural attributes of a company's make up that drives such behaviours. Our ongoing and independent benchmarking programme across 15 different industries allows us to identify the outputs of specific 'experience related' initiatives, track brand aspirations and ear-mark successful lessons in improving customer experiences for further analysis and development. Our consultancy offerings are comprised of both strategic design and the implementation of training and coaching programmes. Achieving a return on your investment is essential and our consultancy team is dedicated to helping you achieve this in the short, medium and longer term.Read More