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:
- Get to Know Your Customers Better by Developing Personas
- Reduce Friction by Applying Personas to Customer Touch Points
- Create Open Channels of Feedback and Review
Now we’ll focus on on the next step by applying these personas to customer touch points.