How can you measure empathy? This is the business question, isn’t it?
Truth is: it’s difficult. But it’s achievable, or we wouldn’t see so much data around the benefits of empathetic leadership and culture on performance, engagement, innovation, and revenue!
We CAN measure outcomes of empathetic leadership and culture, if we carefully calibrate what we mean by it and where we want it to lead.
Here’s how you can “measure”empathy within your own organization:
1. Collectively define what empathy means – and give examples of the behavior you seek: Let’s get on the same page, as every organization is unique. What does your culture mean by empathy? Perhaps you use a different word for it, like service or kindness (even though empathy and kindness re not the same thing, but that’s another conversation!). AND what it looks like in action? Give concrete examples. Guide people to recognize it when they see it.
2. Determine the outcomes you want to achieve through empathy: Are you specifically looking to increase employee engagement? Boost customer satisfaction scores and referrals? Encourage more innovation and creativity within the ranks? Know what you want an empathetic culture or leader to do for your organization.
3. Invest in a a few targeted programs to increase empathy, in the way you’ve defined it: This doesn’t have to be a huge transformation project. Adopt design thinking and test and measure. Do we want to reskill our customer service or sales reps to be more curious and actively listen? Do we want to create more open and honest communication internally? Do we want to publicly celebrate risk and failure as a way to encourage new ideas? Do we want to train our leaders on how to balance empathy and accountability and measure the results over time?
4. Measure the OUTCOMES of empathy: Now that you know your goals, and the programs you will put in place to achieve them, measure the impact. Through employee surveys or candid Town Halls. Through customer follow up and feedback. Through looking at retention and promotion rates. Through debriefing on how many new innovations the team came up with this quarter or year.
Just because a skill or trait is less analytical and concrete doesn’t let you off the hook from measuring the impact of those investments on the outcomes you hope to achieve.
How do you define and measure empathy and it’s impact in your own organization? How would you LIKE tWant some support to audit your culture and leadership and implement programs to support your leaders and teams? Let’s talk!
