Managing the customer experience (CX) is becoming more important than ever before—to the point it’s growing into a key differentiator between brands. Rather than disrupting industries through new product or services, businesses are focusing on disrupting industries through better customer experiences.
Empathy plays an integral role in the way companies interact with consumers. It helps us understand where someone else is coming from, what they think and how they feel. As a result, it helps organizations get a better understanding of the exact kinds of products customers want. It can also help companies improve processes, services, product packaging, marketing campaigns, and more.
You’ve got some important decisions to make about your products or services. But before you forge ahead, you want to make sure you really understand what makes the most sense for the people who make or break your business; your customers. The questions you have can’t be answered by checking a few boxes. You need in-depth answers to know how they are using your products currently, what features or benefits they really value, and how you can optimize your offering to gain their loyalty.
Is quantitative research in trouble? With response rates on the decline, its effectiveness is on the wane. However, there are complementary qualitative approaches that can make your research more robust and meaningful.