How Empathy Drives Company Growth 

Making a Culture that Receives and Retains the Greatest Personnel

Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration option that combines technology and support to aid workers get the most worth out of their rewards. He discusses producing a society that delights and retains loyal shoppers and the ideal workers.



Leading Takeaways:

  • We will need to build a tradition that folks want to operate in. Content staff will focus on participating a lot more with clients.
  • Employee retention and consumer retention can travel business development. You cannot get to shopper delight unless of course your workforce are delighted. If you want to give a wonderful shopper encounter, it starts off with a terrific personnel knowledge.
  • If staff members sense like what they lead to the firm is not regarded in phrases of payment and rewards, they feel like the group is not empathetic. They believe that their leaders are not listening to them.
  • How the workforce views the worth encompassing advantages is evolving. Five yrs ago, staff regarded a great healthcare system the most crucial benefit (“I have a very good medical software that fulfills my demands. I have a fantastic dental program”). Workforce may possibly now place more price on adaptability (“I have versatility around my work several hours and wherever I work”).
  • Jon Shanahan also shares the top “always” variables that ensure worker retention.
    • Personnel often will need to know that they will obtain their paycheck. Compensation and rewards usually have to come about because if they don’t, that is a significant disruption for employees.
    • Staff members need to know they will always have leaders they can turn to and have straightforward conversations with.
    • Staff should constantly have friends that support the exact culture.
    • The culture of possibility. If personnel do not believe that they generally have options within just the business, they will remain with you for a though, but when a new option arrives along, they will depart.
  • 57% of CEOs think the most significant profit of an empathetic office is a lot quicker company growth. Jon shares far more stats from the 2022 State of Office Empathy Examine. Tune in!


“Empathy is your ability to area on your own in someone else’s shoes, comprehend where by they’re coming from, and create a place to listen to realize.”

“If our staff consider that we’re listening and empathetic, this will translate to how they handle shoppers, and the group will be rewarded with retention on both equally sides.”

“Don’t be worried to be an empathetic leader. Exhibit your weaknesses, be vulnerable, and hear to your workers.”


Jon Shanahan co-launched Businessolver, Inc. in 1998. He required to build a benefits administration answer that put together the best in technological know-how and assistance with a fierce concentration on the end-user. Ahead of founding Businessolver, Jon was vice president of consulting companies at Holmes Murphy & Associates, a major nationwide insurance policies agency.

Shep Hyken is a customer services and knowledge qualified, New York Situations bestselling writer, award-successful keynote speaker, and host of Wonderful Organization Radio.

This episode of Incredible Business Radio with Shep Hyken answers the pursuing thoughts and more:

  1. Why is empathy so crucial in the place of work?
  2. How can leaders show compassion to their personnel?
  3. How does empathy travel small business development?
  4. What is staff retention, and why is it essential?
  5. What is the “Getting to Normally Program”?


Posted in Astounding Organization Radio Demonstrate by shephyken.
Tags: consumer experience, client provider, CX