We are the only true owners of the Harding & Yorke (H&Y) empathy measurement methodology and the products developed using it, both nationally and internationally. We have carefully selected and invited experienced and well reputed consultancy companies to work in partnership with us in the delivery and promotion of empathy measurement; and the improving of the customer experience - our 'Partners' in Empathy.
Over 18 years we developed a unique approach to measure how it feels to be a customer of an organisation and consultancy services to help you
to improve your Customers' Experiences. Our aim has always been very simple - to help you build and sustain great experiences for those who work for and with you.
Empathy measurement is the only measurement in the Customer Experience space that is academically proven to correlate with Profit and to be
judged at 98.9% reliable.
We are delighted to announce that our services are available through us and/or our limited number of 'Partners' - each experts in their own rights. Together we will develop products faster, be more competitive and meet your needs more fully.
The illustration left, which we know as "the Hymnal", explains the goal we have for any client that employs our services - to be empathetic in what you do and to exceed in how you do it - the key to creating the 'Raving Fan'.
Our main products are:
1.Customer Empathy
Audit™
The
delivery of an in-depth analysis into and tracking of your customer's experience using our
Customer Empathy Audit™ approach.
This
approach provides you with practical insight on how it feels to be a
customer
through the analysis, by our highly trained and experienced
research experts, of your employee’s behaviour in real interactions that
you have
with your customers. We require a sample of 40 media; be it recorded calls, correspondence, emails, etc per area for analysis (though we will ask for between 80 and 120 as we may need to filter out ones that don't meet our criteria - e.g. incomplete calls.
Our Questionnaire - be it standard or bespoke - will
consist of several hundred points of analysis measuring all key dimensions of an interaction:
○Getting
Though - When and how you welcome us.
○Developing
the Relationship - How you as people impact your customers.
○Handling
the Task - How your processes make us feel.
○Promoting
Yourselves – If and how you compel us to do business with you.
○Handling
Problems – How you deal with us if we have a grievance.
○Wrapping
Up - How you end the interaction.
○Delight
- How far you exceed our expectations.
○Corporate
Characteristics - How your culture draws us in or repels us.
○Bespoke
Questions – How far you deliver against your brand values and service
initiatives.
After
analysis a bespoke presentation is produced and delivered back to you
including the results of the questionnaires, your empathy rating,
soundbites to illustrate trends, and insights into behaviours and areas
for change/improvement. You can then also look at working with one of
our expert partners into developing a solutions or training programme.
2.EPIC Industry
Benchmark Reports
EPIC is the UK’s most comprehensive Customer Experience syndicated research measuring:
ØHow
it feels to be one of your Customers
ØHow
it feels to be processed as one of your Customers
ØSales
and Service Channels
ØIndustry
Syndication
Overview
EPIC – the Empathy Partners
Industry Comparison. Under Harding & Yorke this product was known as ERIC (the Empathy Rating Index Company) and was a subscription programme that gave its members insights
into what it feels like to be not only their own customer, but also their
competitors’. It also provides cross-industry benchmarking data and current
best practices so that an organisation can continually improve the customer
experience it delivers.
We are looking at relaunching this programme and still have
full access to all the ERIC historic data (2004-2009)
Approach
The insight into the customer
experience is provided though the publication of individual industry benchmark
reports. The on-line reporting structure means that you can access not only the
overall industry figures, but also reports on each company in turn. As the
format is common across all reports it also enables cross industry benchmarking
in both the sales and service environments.Typical functions included within these
syndicates include: Sales; Service; Billing; Complaints; Help Desks and Claims.
The individual company
reports include the EPIC rating – the actual empathy measure together with an
insight as to how you perform across a set of common values; a Process rating;
their overall Balanced Emotional Scorecard score and verbatim comments taken
directly from our own researchers and customers. In practice this means that
you can not only gauge how effectively your own operation is at engaging with
your customers at an emotional level, but also how good your competitors are.
On commission, the ERIC team
compliments the core findings with soundbites demonstrating both trends and
better practice.This makes the data
come alive in a very memorable way.
The recognition and
development of cross-industry ‘better’ practice can easily be achieved through
a self-administering programme of activities that might include such things as non-competitive
Study Tours.
Access to ERIC findings is
online however most clients include a physical presentation and soundbites for
at least their initial set of data.Thereafter we can train internal teams to analyse and present the data.
EPIC versus the Customer Empathy Audit
The EPIC
questionnaire doesn't have the same level of detail as the Empathy audit
and was designed as a syndicated comparison service; though we have
used it successfully as a more compact and cheaper empathy measure. It
has been used to measure different call centres against each other, and
to help develop emapthy based training programmes, as well as it's main
role - an Empathy Benchmark.The EPIC questionnaire
is a set format so has less ability for bespokement and any secondary
analysis is an additional cost, as is a presentation. EPIC generally delivers its results via an
online portal and pdf reporting.
New Partners
If you are a consulting company or similar that is interested in offering your clients empathy based products then please get in touch as we are
looking to increase the number of 'Partners' we have.
To meet and appraise 'Our Partners' please hover on the Our Partners tab and discover their particular expertise.
Secrets of Success - Delivering Empathy
This video was produced for Harding & yorke and a lot of it is relevant to Empathy Partners so please give it a view.
Empathy Partners News
Jamie's final video story on Customer Empathy and Corporate CultureJamie had planned to write a book - 'Campfireology' - a set of metaphoric tales relating to the business world. As part of this process he released a set of these video stories. This is the final one which he posted on 5th February 2013. No-one could have known that only 3 months later he would leave us; but I do believe this video is how he would love to have been remembered - entertaining his audience. The 7th in the series 'The Customer is NOT always right!' is available below. It is a short (3:35) video and includes 2 stories on why it is so important to understand why the Customer might feel that they are right - even if they ...
Posted 16 Jul 2013, 15:57 by Unknown user
We would like to welcome the New Empathy Lobbyist - Martin JukesOur friend Martin at Mpathy Plus has kindly taken on the role of Empathy Lobbyist, carrying on the work of Jamie in promoting business empathy. Please see below Martin's first postings and a link to his blog. Thank you Martin and good luck. Sarah and Phil.
Posted 22 Aug 2013, 07:48 by Unknown user
