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Three ways to build customer empathy within your company

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:

  1. 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.
  2. 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.
  3. 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.

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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