What is empathy?
Empathy is the ability to understand and share the feelings of another. For Product Managers looking to improve customer experience (CX), that definition translates to doing more than understanding the user’s pain points, but also looking at the emotional landscape of what it’s like to use the product – when it is working, and when it isn’t working.
Empathetic Product Managers ask themselves:
- How does using the product make the customer feel?
- How does the customer want to feel when using your product? What would be the best possible emotional outcome for them?
- How do I ensure the product developers understand and take the customers’ needs into consideration in their process?
The answers to those questions affect every facet of business, from acquisition to retention. It’s how, through CX, you can generate rapid growth through word-of-mouth recommendations, and sustain your success with customers who never want to leave.