Unfortunately, those conflicting "boxes" in the empathy map are the norm: Human life is rife with examples of cognitive dissonance that make little sense if you think purchase decisions follow the ...

That put a heavier burden on marketers to create the same value and connectedness on a website or app that used to happen in real life. When performing empathy mapping, marketers must acknowledge that ...

Read this overview of a recent high-value webinar to learn: What customer service strategies can define both customer engagement goals and outcomes How to use empathy as a strategy for delivering the ...