After over six years of providing only a measurement of the customer expereince, our clients gave us a timely reminder of what was important to them:

'help us to improve on the Empathy Scale - or we'll stop measuring'

The idea that they did not have all the support they needed already had eluded us.  When we asked why they weren't happy with their current external and internal support teams they said:

'They made us what we are today - so part of the problem and not the solution'.

For three years we looked into the drivers of Empathy and identified the core competencies needed by an organisation to drive up customer wallet and loyalty - willingly.  In 2002, Nickie Hawton joined our team and launched our solutions division.

Our first major client was Friends Provident.  Stuart Hastings, the Strategic Projects Director at Friends said:

"It was the Passion, the Package and the Freshness that convinced us that Harding & Yorke were serious about it and they had the experience to deliver.  It is about helping us, not stuffing a process down our throat."

Having completed the first phase of the project Stuart added

"I have been involved in many projects, but this one is the most interesting, demanding, scary and, without doubt, the one with the most potential I have ever been involved with.  I am very pleased to confirm my early impressions of Harding & Yorke were right."

Today our Passion, our Packages and our Freshness are still hugely important to us and our clients - and now we can add RESULTS to the list.  We know we have a great deal to offer any organisation and we look forward to proving it. 

Call Nickie Hawton on 0845 450 1740 or email NickieH@empathy.co.uk for further information.