Many of the most popular brands have exhibited a clear mastery of the power of empathy. The first step to this is understanding your customer. Try starting with personas.
How many times have you heard someone profess the importance of being a more “human” business? That’s usually followed by a bevy of information about how social media is the key to that. I’d argue that social media is more the enabler. It amplifies and gives more prominence to something every business needs to implement more of to be successful. You need to understand the importance of empathy.
by ADAM HELWEH
