New Customer Needs = Growth Opportunities (2-3min) Alex Allwood explains why it is critical in the current environment for businesses to understand their customers’ new needs and experience expectations, in order to identify and capitalise …
Customer Experience News 167: The Customer Empathy Deficit, Journey Mapping to Journey Management and Embracing Social Licence
What’s Causing the Customer Empathy Deficit? (3min)In this edited extract from her new book, Alex Allwood argues that despite best efforts, businesses are becoming emotionally disconnected from their customers and explains the causes of this customer empathy deficit. …