Mel Poh

Empathy is a powerful way to build trust, but leaning in too far can also backfire. Something I’ve come to wonder after 3.5 years at Buffer as a Customer Advocate is how can we use empathy effectively to enhance the customer support experience? "The action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an

Mel Poh