Spirit needs to add empathy to its culture. Empathy allows an organization to understand the needs of others, something that Spirit is failing to do. Spirit can work to be more empathic to c

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Dr. Peter Wilms

Thanks for the good response and how you broke everything down. I do want to comment on the following quote from your response "Spirit needs to add empathy to its culture. Empathy allows an organization to understand the needs of others, something that Spirit is failing to do. Spirit can work to be more empathic to consumers and employees by listening to their needs and acting to rectify them."

I am in agreement creating a culture of empathy for the consumer and other stakeholders is a good approach, not to mention, listening is very important when checking for understanding. The question for you or the class is the following:

How would you integrate empathy into the customer's experience? How would you measure it and why?

Let me know.

Peter

11/3/22   3:56 PM