Meaning ● Empathetic Metrics, in the realm of Small and Medium-sized Businesses, represents a crucial shift towards measuring business success by incorporating human-centric considerations. Beyond traditional key performance indicators (KPIs), these metrics assess customer sentiment, employee well-being, and community impact to gain a holistic view of business performance. Prioritizing these metrics enables SMBs to understand the true cost of automation initiatives on its workforce by capturing sentiments and changes related to the technology implementation. An SMB implementing automation might use sentiment analysis from customer support interactions to gauge the impact of new automated systems on customer satisfaction, revealing areas needing human touch. This data-driven, yet sensitive, approach provides SMB leaders with insightful knowledge to implement changes and improve outcomes. Measuring employee satisfaction relating to implemented business software will provide a comprehensive analysis for businesses to better enhance processes with greater success. ● Automation strategies benefit from the insights these metrics generate, ensuring the tech benefits and improvements consider human variables. Focusing on employee satisfaction scores after implementing a new system will illuminate pain points.
