Posts Tagged ‘empathy’

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3 Ways Financial Institutions Can Step Up for Underserved Communities

The financial services industry has made major strides in amping up its overall customer experience game; however, there is still a deficit in the personalization and accessibility of products and services for many Americans. The financial services industry must consider its customer experience game while also grappling with a sense of distrust from many communities […]

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Pandemic Car Buys, Rising Interest Rates, and High Gas Prices: A World of Hurt for Lenders

It really is a mixed up, muddled up, shook up world. It seems like everyone in 2021 took out a loan on a new car, even though we all knew supplies were low and demand was high. As the Financial Times pointed out: “Americans went shopping for cars in a big way during the pandemic. […]

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Perficient Included in IDC Market Glance: Lending Digital Transformation Strategies

While it was once expected and acceptable for lenders to enforce standardized payment due dates and policies, COVID-19 brought the impracticality and ineffectiveness of a “one-size-fits-all” approach to credit and lending to light. Two-plus years later, banks and credit unions continue to feel the pressure to transform their credit and lending operations. And for good. […]

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The Value of Empathy in Debt Collections

Monday, February 21st marks the beginning of Empathy Week. Empathy Week was founded in London in 2019 as an initiative to use storytelling through film to cultivate empathy among school children. During Empathy Week, students are shown one short film each day that showcases a unique human experience. The films’ themes are interlaced into lessons, […]

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5 Powerful Statements for Your Debt Collections Call Model

When was the last time you revisited the debt collections call model your agents follow? Is it suitable for customers who are late today – versus years ago? Customer contacts made via phone calls must become more than an ask for payment and the total amount due. Here are 5 powerful statements that must be […]

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Current & Future Leaders – Practice Empathy for Effective Leadership

We all know the importance of leadership and the responsibility that comes with it. Many skills are important for leadership, but that is not all. The missing crucial aspect is “EMPATHY.” So, let’s explore it further and see what Empathy is all about. So as we begin our exploration, let us first get aligned on […]

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Building Trust in the Digital Era: Lead with Empathy. Strive for Compassion.

As part of my quest to understand the human mind and practice the ways that allow us to be better individuals each day, I have enjoyed implementing those learnings into my professional life as well with an intent to be a better leader and a team member. One of the terms that has been on […]

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A Time for Empathy, Compassion, and Humanity: Digital is More Important than Ever

World-changing events often have a way of defining generations. For some, it’s war or economic depression. For others, it’s landing on the moon, discovering a new species, or finding a cure for Polio. The latter resonates now more than ever as we settle into the new world order and navigate the COVID-19 pandemic, forging ahead […]

Empathy Mapping: The Key to Identifying Real Problems & Solutions

The prolific Seth Godin, just published a blog post about data, that could really be applied to just about any new shiny object in the digital world. We always think that it will solve our problem whether that problem is customer satisfaction scores, dropping lead generation, or the rising shopping cart abandonment rate. We think […]

The Need for Emotional Goals for Design

Adam Connor shared this brief insightful blog post that really caught my attention: On emotion and experience (Thought for the Day) If you aren’t at least considering people’s emotions, you probably aren’t designing for an experience. I have written about the need to have empathy with our users before, but Adam has very eloquently and succinctly pointed out why […]

Wish your users Happy Valentine’s Day!

Valentine’s Day is about celebrating people we care about. It seems like a good holiday to focus on increasing our empathy and compassion for our customers and our users. Here are a few perspectives on why empathy is good for innovation and success as well as thoughts on cultivating compassion.

Empathy fail: Mistakes UX designers make

In “The top mistakes UX designers make: the writeup,” Scott Berkun shares common errors about culture and attitude that designers and user researchers make. Sadly, most of the mistakes seemed to result when we fail to have empathy for our colleagues. The following summarizes just a few of Berkun’s points that I found particularly interesting […]

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