Customer Empathy Interviews

An Empathy Interview is an open-ended conversation between two or more people with the intention of uncovering information motivations, thoughts and feelings so that innovative products and services can be created to address problems and jobs-to-be-done. Rather than obtain information from a pre-determined set of questions, the goal of an Empathy Interview is to learn the story of the customers for whom the organization is trying to create a solution to their problems. By allowing customers to share their “journey,” points of connection in the overall customer experience can be identified and the value provided through new products and services strengthened.

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