One of the key aspects of building a great Customer Experience is understanding your Customers at the point of interaction. Some people just seem to be able to do this naturally some don’t. If there was such a thing as a Customer Experience gene it would probably have some qualities of being empathetic.
What makes people empathic? Is it nature or nurture. This fascinating video shows some of the latest research and highlights the discovery of an empathy gene. It also shows people with a higher level of Oxytocin are more empathic. We hear people talking a lot about being “naturally good” at dealing with Customers. I guess this proves the case.