• Empathyce

Customer experiences for those with physical disabilities and learning difficulties

Interacting with your organisation takes on a whole new perspective when your customers engage in different ways. Our first-hand experience of disabilities and our customer experience frameworks mean not only can we help you understand what it’s really like to do business with your brand but we can show you why and how it should be different.

Organisations who show genuine empathy with those who interact with the world in different ways are not only doing the right thing, but by stretching the thinking they will improve all other customer experiences too. After all, we often want the same core experience; for it to be quick, easy and no surprises.

And we know that better experiences mean more customers coming back more often, spending more and telling others to do the same; a direct and positive impact on commercial results.

It’s a subject close to my heart. I wrote a blog recently trying to get the aviation sector to broaden its disability thinking beyond providing wheelchairs and putting in ramps. I’d love to know what you think of the article.

I’ll declare an interest, being a proud parent of a child with a severe learning disability and a past chairman of the Board of Governors at a Special Needs school.  I therefore know how alien a typical customer experience can be for people who see the world differently and who interact with it in a different way.  

On the flip-side, I have also seen the consequences for balance sheets where people and experiences are empathetic.  I wrote a blog on the subject of differentiated thinking for different people and on what companies are doing (or not as the case may be).  The importance of empathy in this Customer Experience context was behind me calling the company Empathyce.

If you are looking at ways to improve your thinking about customers experiences for those with a disability I’d be delighted to see if I can help – call me on +44 (0) 7917 718072 or email jerryangrave @ empathyce.com.  

In the meantime, if you want to share your thoughts I have a group on LinkedIn specifically about improving customer experiences for those with disabilities and special needs.  Please join and share your thoughts.

Read about our team who will be assessing airports’ ability to provide the right environment

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And last year I was very proud to speak in Cologne at the Passenger Terminal Expo and Conference about the subject: