OFFERING great customer service is no longer just a 'nice to have' — it is fast becoming the key differentiator between business success and failure. Luckily, today's companies can harness its power by developing one important trait: empathy.

You may have once waited for an important package to arrive. The day came but by evening there was still no delivery. You then check the tracking information and see a message that the order had not even shipped. Apparently, there was a mix-up and the package could not be delivered by the time you needed it.