Empathy derives from understanding, which naturally flows from conversation. Qualitative research strategies provide a structure that transforms conversations with customers into two invaluable resources for your business: customer understanding and empathy.<\/p>\n
These resources will support your investment in a customer experience<\/a> management program that\u2019s proactive, not reactive.<\/p>\n Three qualitative research strategies \u2014 in-depth interviews, journey mapping and observational interviews<\/strong> \u2014 clarify customer likes and dislikes, so you can determine the potential success of new strategies or if the customer wants a new experience at all.<\/p>\n These conversational strategies foster a rapport with your customers and remind you of your business\u2019s goals and mission, so you not only meet customers\u2019 expectations but also anticipate and even outperform their needs.<\/p>\n Qualitative Research Like In-Depth Interviews Helps With Customer Understanding and Empathy<\/a> — Focused questions and a sixty-minute conversation with customers illuminate where and how they experience friction.<\/p>\n Don\u2019t Forget About Journey Mapping to Gain Customer Understanding and Empathy<\/a> — Take a walk in your customer\u2019s shoes to recognize roadblocks in their experience, repair broken moments, reconstruct solutions and reinvent experiences \u2014 removing the risk of friction altogether.<\/p>\n Observational Interviews Aid in Gaining Customer Understanding and Empathy<\/a> — Observing customers as they interact with your services reveals the 5 Ws of customer understanding: what they are doing, when and why they are doing it, why they are doing it that way, and whether they are interacting with your services in the way you intended.<\/p>\n Customer Experience Management Starts with Customer Understanding and Empathy<\/a> — These three strategies \u2014 in-depth interviews, journey mapping and observational interviews \u2014 exist within a larger framework: customer experience management. This comprehensive approach prioritizes the customer, so you can develop strategies to grow your business to its full potential.<\/p>\nRead the Series<\/h2>\n