Most often, empathy gets you focusing on dealing with individual customer problems and complaints as they occur. It does come naturally to most, but it is also a skill you can learn and develop.
Higher the level of employee empathy in the company culture, better the level of organizational EQ/EI. To emerge as a successful business leader, heightened empathy in your company culture and customer-centricity must also go hand-in-hand. But how do we build Empathy?