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consumer touch points

The Future of Successful Business Means Scaling Empathy – Part 2 – Apply to Customer Touch Points

by · November 23, 2012

In my last post on scaling empathy I explained what it means for businesses to scale empathy and why it’s important. I also laid out three high-level steps I think every business can take to scale empathy in their business starting with the first step, developing customer personas.

As a reminder, here they all are again:

  1. Get to Know Your Customers Better by Developing Personas
  2. Reduce Friction by Applying Personas to Customer Touch Points
  3. Create Open Channels of Feedback and Review

Now we’ll focus on on the next step by applying these personas to customer touch points.