Our Clients & Results

Empathy for Customers & Colleagues

  1. We implemented 12 empathy nudges in a call centre servicing 40,000 customers and increased NPS from 9 to 47 with 80% of customers becoming Promoters.

  2. Our work with a FTSE company has brought empathy into the monitoring and handling of complaints with a saving of up to £15million.

  3. Our work with car dealers for a luxury car brand increased sales by 23%.

Empathy in Communications

  1. We re-wrote and designed over 100 communications for a US energy company through the lens of empathy and increased customer satisfaction.

  2. We created templates and online training for a marketing team to create more empathic comms for customers.

  3. We changed the HR comms for one company to include more warmth in emails and company announcements.

Empathy & Diversity

  1. We ran an ambassador inclusion programme which was recognised as being best in class and recognised at the National Diversity Awards.

  2. We implemented 42 empathy nudges that increased belonging and empowerment across one of Europe’s biggest banks.

  3. Our CEO was recognised as one of the leading global diversity figures in public life www.globaldiversitylist.org/public-life

“For anyone who works with The Empathy Business they will get a very frank assessment of how empathic their business is but with a strong commercial edge. Belinda and her team are able to identify the commercial opportunities from the insights they bring.”

Sarwjit Sambhi

UK CEO Centrica

“The Empathy Business was brilliant throughout – constructively challenging our culture, providing inspiration and innovation, and delivering tangible change. A refreshing and thought-provoking business.”

Tom Staples

Head of the Empathy Support Hub, Barclays Bank

“Working with The Empathy Business has given us a fresh perspective on the critical importance of empathy for both our colleagues and customers. We now have a clear view our areas of relative strength and weakness and actionable insight that will help make us an even more empathic and diverse organisation.”

Ian Cornelius

Commercial Director, Skipton Building Society

‘Empathy workshops transformed how Telefonica harnessed the power of corporate empathy.”

Rene Schuster

Former CEO, Telefonica Germany

“Every organisation and leader would benefit from the challenging business insight The Empathy Business delivered. It made me realise how desensitised I’d become to the ‘norms of communication.’ It also took behavioural economics to a new level.”

Sue Hayes

Barclays UK

Who we work with

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