How Empathy Can Elevate the Customer Experience Ft. Nadia Therrien Purposeful Empathy Hosted by Anita Nowak

Watch this episode to learn how to meet the fast-changing  needs of customers with empathy. Nadia “Luna" Therrien is an Empathy Culture Creator dedicated to helping organizations to deliver more empathic experiences to their customers. In this episode, she describes how empathy fosters human connections and unpacks her L.U.S.S.O method of empathy - using hotels as the primary case study. 00:00 Introduction 00:23 About Nadia Therrien 01:46 Nadia’s backstory to empathy work 06:20 Harnessing empathy to create better customer connections 10:09 Nadia's definition of empathy 13:55 What is the L.U.S.S.O method of empathy? 15:01 L.U.S.S.O: the 5 skills for empathy 18:50 The power of positivity 21:33 How to center empathy in the customer experience 24:57 How to instil a culture of empathy in the workplace 30:53 Nadia Therrien’s Purposeful Empathy Story CONNECT WITH NADIA THERRIEN ✩ Instagram: https://www.instagram.com/nadiatluna/ ✩ Company Instagram: https://www.instagram.com/lussonaagency/ ✩ Linkedin: linkedin.com/in/nadiatluna ✩ Company Linkedin: https://www.linkedin.com/company/lussona-agency/ ✩ Facebook: https://www.facebook.com/nadia.luna.3766 ✩ Company Facebook: https://www.facebook.com/lussonaagency ✩ Website: www.lussonaagency.com ✩ Photographer: https://www.instagram.com/alexisgr/ CONNECT WITH ANITA ✩ Email [email protected] ✩ Website https://www.anitanowak.com/ ✩ LinkedIn www.linkedin.com/in/anitanowak ✩ Instagram https://tinyurl.com/anitanowakinstagram ✩ Twitter https://twitter.com/anitanowak21 ✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook ✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity ✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast This episode was brought to you by Grand Heron International REACH THEM AT ✩ Website www.grandheroninternational.ca; www.ghi.coach ✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/ ✩ Facebook https://www.facebook.com/grandheroninternational/ ✩ Instagram @Grand_Heron_International ✩ Twitter @GrandHeronIntl ✩ https://twitter.com/GrandHeronIntl Video edited by David Tsvariani