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How to create customer-centric strategies
The importance of empathy in customer success
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In the first study, participants read that they would be randomly paired with another person, who they would discuss several questions with. Topics included things in life they felt grateful about and times they had cried in front of another person. They then estimated how much they would be interested in the other person and how interested the other would be in them, how awkward they would feel during the conversation, and how strong a bond they would feel towards them. After having the conversation, they rated their actual experience of the conversation using these same metrics.
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This could prevent us from having conversations with all kinds of benefits — because we expect deep conversations with strangers to be painful, and because we expect strangers not to care, we may be avoiding them altogether. But in fact, this study suggests that we care deeply about one another. ...
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Sometimes the most meaningful conversations come at surprising times: with someone you meet on a train and never see again, with a friend of a friend who you’ve only just met. Conversely, conversations with our closest friends and family can often be difficult, and we sometimes fail to share our ...
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The results showed that participants had underestimated how interested they would be in the other person — and how interested that person was in them. They also underestimated how connected they would feel with their partner, and overestimated how awkward the conversation would be.
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A follow-up study, in which participants picked their own deep questions to discuss, replicated these findings.In a fourth study, participants reported how much they thought they would care about their partner and vice versa before speaking to them on either shallow or deep topics. Participants e...
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Over the course of seven studies, the results demonstrated that people enjoy deep conversations despite not expecting to. Deep conversations made participants feel more connected to their conversational partners, and were significantly less awkward than anticipated.
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A second study replicated the first — only this time, half of the pairs of participants had shallow conversations about TV, lifestyles, and haircuts while half responded to the meaningful questions. Again, participants overestimated how awkward the conversation would be and underestimated how con...
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A new paper, published in the Journal of Personality and Social Psychology, finds that we seriously benefit from these deep conversations with strangers. But, despite this, we sometimes remain reluctant to engage in them, overes...
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In a later study, participants engaged in both shallow and deep conversations, reporting their expectations and responses as in previous studies. And despite expecting to prefer the shallow conversation to the deep one, participants actually preferred the deep one, again significantly underestima...
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Other curated ideas on this topic:
Fear holds us back from forging a bond. People tend to choose to speak to people through emails and text because they feel that actually talking to them would be awkward and that they could be misunderstood.
However experiments show surprising results: "People reported...
Several studies show that participants underestimated how happy another person would be to hear praise and overestimated how cringe-worthy they would find the exchange.
Many people hate it when the small talk is of the weather, but fail to understand that it is actually a kind of code that helps people overcome their inhibitions and be ready to actually talk to the other person.
Once the person who has been approached feels comfortable, real talk...
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