The role of empathy in customer experience is an increasingly popular – and important factor – in how we understand and manage our customer relationships. Listed below are a few easy ways to start building customer empathy within your company:
- Ethnographic research. Go out and observe the customer using your products and services. It can be very eye opening to observe this first hand, particularly if you have key leaders and decision makers participate.
- Customer immersion rooms. Set up a room to include the various interaction points that customers use. This is becoming a great way for a broader internal audience to understand the customer experience in a first-hand way.
- Sharing the customer journey. Customer journey mapping is a popular way many companies today are trying to understand customer experiences. Use these findings and maps to share broadly within your company how the customer currently experiences products and services, and ideally how they would like it to be. Some companies also use customer journey maps as a regular part of employee trainings.