Customer Experience News 225: Customer Empathy Mapping, Customer-Based Valuation and Lego on Customer Centricity

Using Customer Empathy Mapping (2min)
It’s been a few weeks since Alex last shared her CX thinking here, and it’s been worth the wait! In this article, she deep dives into how to connect and engage teams with customer empathy mapping; using her in-the-field CX practices to demonstrate the power of this simple and effective tool.

Interested in Customer Value? Read This! (3-4min)
Professor of Marketing, The Wharton School of the University of Pennsylvania, Peter Fader, recommended this Customer-Based Valuation article on LinkedIn. The article walks readers through the basic methodology and then outlines how to use it for value creation and the pitfalls to be wary of.

Lego on Customer Centricity (2min)
The headline of this article for Marketing Week says it all, “Saying you’re customer-centric is not the same as being customer-centric”. The closing words of wisdom, customer centricity, “it’s all about people.”