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Defining and measuring the customer experience (CX)

Saturday, May 30th, 2020

Customer experience (CX) refers to all the experiences a customer has with your business. This could be during one transaction, or over several years. A company’s ability to deliver a positive experience each and every time that someone does business with it sets that company apart in the customer’s mind. Research shows that customers do […]

How businesses can help during the COVID-19 pandemic

Saturday, May 2nd, 2020

If your small business is doing okay, all things considered, during the current COVID-19 pandemic, you may be wondering how you can help others in your community. Here are some ideas: Can your small business utilize its unique difference to help others? For example, an event planning business is ideally suited to organize a virtual […]

Using the Empathy Map to understand your customers

Saturday, March 16th, 2019

Last week, we talked about the Empathy Map, a fantastic tool that helps you truly understand your customers, so you can more accurately deliver a product or service they’ll love. This week, we’ll dive a bit further into the Empathy Map. The empathy map has seven quadrants: 1. Who are we empathizing with? Briefly define […]

The Empathy Map and entrepreneurship

Saturday, March 9th, 2019

We use the term empathy in business to reflect our understanding of our customers – who they are, what they like and don’t like, what motivates them to buy something or not, and what pains we can solve for them. Why is empathy important in business? When we show empathy for our customers, we understand […]

How to engage your customers in person

Saturday, July 29th, 2017

These days, many small business owners talk to their customers online through their websites and social media. It’s important to be in touch with your customers in many different ways, but face-to-face customer engagement is still important. After all, according to Eric von Hippel, economist and professor at MIT, 77% of new product innovations come […]

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