posted 24 Feb 2012 04:21 by Jamie Lywood
Tuesday 21st February 2012 - Jamie Lywood, CEO of Compathy Limited, gave a lively keynote speech on the importance of empathy in business. His company licenses and accredits users of the Harding & Yorke empathy measurement methodology, helping to make genuine improvements in customers’ experiences while creating profit. Jamie illustrated his points with entertaining anecdotes, using stories from outside financial services to explain how those in the room might best build a concern for treating their customers well into their work in our industry.
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posted 1 Feb 2012 07:29 by Jamie Lywood
Jamie Lywood has been invited back to make a keynote address at TheCityUK's first quarterly networking event for the Next Generation Vision on Tuesday 21st February. This is a group of 21 young employees from across financial and related professional services who
have written a vision of a positive future for their industries. The aim is to
create a fundamental improvement in the relationship between industry and
the nation as a whole, putting financial and professional services right at the
heart of society. The NGV has the support and ear of both Government and Industries at the highest level.
He has also been asked to present at the SOCAPiE Masterclass on Empathy on the 28th February in Leeds.
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posted 13 Jan 2012 01:40 by Jamie Lywood
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updated 13 Jan 2012 01:47
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Definity meet as a Forum four times a year. The next meeting date is Wednesday 8th February, 2012. The aim is to provide a setting in which specialists at the operational end of customer experience, quality measurement and coaching can share experience and best practice, enhance and develop skills and discuss key topics with like-minded professionals. The Forum is for you if you: - Have strategic responsibility for contact centres and/or any aspect of customer experience – whether phone, correspondence, web or face-to-face.
- Are responsible for, or work in, a specialist Quality Assessment or Improvement Team.
- Are a training or coaching specialist working to improve customer experience.
- Manage a customer-facing team and have responsibility for monitoring, motivating and improving the performance of your team.
- Assess and/or measure the quality of service delivered to customers as part of your role.
The Forum provides an environment in which you can further your professional development and network with a range of people working in similar settings in other organisations. Definity would be delighted if you would like to join this growing group and attend the next meeting on Wednesday 8th February 2012. Please contact Definity to join the mailing list and to register your interest in this and following events. |
posted 3 Jan 2012 08:10 by Jamie Lywood
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updated 3 Jan 2012 08:15
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to everyone.
2012 is going to be the year when empathy comes to the fore and the measurement methodology spreads to all four territories operated by Compathy (UK & EMEA, Americas, ASIA and Australasia).
New Licensees are joining and offer new skills and expertise so that every client can get the support and direction they need to build differentiated and profitable customer experiences.
Throughout the year we will work hard to support Licensees and their clients and we will listen to their concerns, ideas and even their unexpressed needs and wishes so that each will know that we work instinctively in their best interests.
Best wishes
Jamie Lywood
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posted 11 Oct 2011 01:05 by Jamie Lywood
11th October 2011
We are delighted to announce the launch of a joint venture between Compathy, SOCAPiE and Oxford Brookes University Business School. Together we are re-launching the old ERIC Empathy Benchmarking Programme under the banner 'Something4Everyone'. We will be inviting existing SOCAPiE Members to get involved and jointly marketing new Membership combined with Participation in the new venture. As SOCAPiE is a not-for-Profit organisation participation is heavily discounted.
Starting in the UK & EMEA the benchmark will expand to the 3 other licensed territories: Americas, ASIA and Australasia.
You can view our Digital Brochure or, if unable to do this (e.g. iPad users) you can see the PDF HERE.
Please feel free to contact me personally if you have any questions at: jl@compathy.co.uk or 07850 202030 |
posted 21 Sep 2011 07:04 by Jamie Lywood
We are delighted to announce the inclusion of SOCAPiE in our Licensee Group. SOCAP (Society of Consumer Affairs Professionals) is a not-for-profit organisation working in the best interests of their members on consumer affairs.
SOCAP will market the ASPIRE60 (UK & EMEA) and ASPIRE100 (Global) empathy benchmarks within their membership groups. Compathy will encourage new (non member) participants to enjoy the benefits of SOCAP Membership and an empathy measure together and to take advantage of the great privileges afforded to their members. |
posted 1 Jul 2011 07:29 by Jamie Lywood
We are deligthed to announce that LSN Learning has become an Empathy Licensee for the UK & EMEA.
LSN is focused on making learning work. They are experts in learning and management and apply this to provide consulting, outsourcing, research, technology and training services. They support further and higher education, local authorities and schools, public services and work-based learning organisations in achieving best practice. Their expertise will help to develop people, enhance services and improve organisations. They operate on a not-for-profit basis with an extensive network of specialist associates across the UK and internationally.
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posted 17 Jun 2011 10:48 by Jamie Lywood
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updated 13 Jul 2011 07:38
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 Definity’s mission is to help clients to derive the highest
possible value from every customer interaction. We do this by looking at
an organisation from both the employee’s and the customer’s perspective.
We identify the subtle nuances of culture, processes and behaviour that are
being heard and received by customers and change these, always for the better,
in order to move our clients’ profits and repeat business further forward.
Our clients tell us that we inspire them! We create a
partnership, combining our expertise with our clients’ unique talents and insights,
to help people develop the skills, knowledge, attitudes and confidence to
deliver truly exceptional experiences to their customers and to make their organisation
a great place to work.
We’re excited to have become the
first ever Empathy Licensee for UK and EMEA! We’ve specialised in the ‘science
of empathy’ for many years and are committed to continuing to deliver
excellence in everything that we do.’ For more information go to ‘Definity’
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posted 11 Mar 2011 08:07 by Jamie Lywood
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updated 13 Apr 2011 09:06
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Following the success of the ERIC Benchmarking Programme (2004-9), we are considering re-launching the benchmark with Licensees. Some of the questions will change to reflect particular current interests of clients. We have added 4 new questions that relate directly to the issue of referral. We analyse the customer response to the referral question after 'Relationship', 'Process' and 'Product'. We then have an overall question at the end of the analysis. Together we can help clients understand the motivation behind customers' answer to the question ' Would you refer ABC to your friends or colleagues?' The new benchmark will be entirely comparable with the historic ERIC data and will be labelled 'Aspire60'. Licensees will be asked to provide calls from between 3 and 5 of their clients to kick off some comparable data sets. Access to Aspire60 will be exclusively through the Licensees. |
posted 11 Mar 2011 07:14 by IT admin
Aspire60 - the new benchmark of the 60 most aspirational companies serving the UK is almost ready for launch and we will be rolling this out during the next few months. If you would like to know whether yo are one of the top 60 companies or you would like to know how to challenge those that are please contact Jamie (jamie.lywood@empathy.co.uk) |
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