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THE EMPATHY MAP
UNLOCKING DEEP CUSTOMER UNDERSTANDING
(MARKETING & BRANDING)
WRITTEN BY: OXFORD BUSINESS PUBLISHING
ABOUT THIS BOOK
This book has been crafted by integrating the insights and expertise of numerous renowned international specialists in the field. Rather than relying on a single or average source, it draws from a rich combination of premium, authoritative perspectives, ensuring that readers gain access to the highest quality knowledge available.
CONTENT:
The Challenge Of Organization-Centric Thinking
Building Business Models On Customer Insights
Introducing The Empathy Map: A Simple Customer Profiler
Getting Started: Profiling Your Customer Segment
What Does She See? Exploring The Customer's Environment
What Does She Hear? Influences From The Customer's World
What Does She Think And Feel? Uncovering Inner Thoughts And Aspirations
What Does She Say And Do? Observing Public Attitudes And Behaviors
Understanding Customer Pain: Fears, Frustrations, And Obstacles
Discovering Customer Gain: Wants, Needs, And Measures Of Success
Empathy In Action: Understanding B2b Customers
From Empathy To Value Propositions: Solving Real Customer Problems
Empathy-Driven Ideation: Generating New Business Model Ideas
Visualizing And Storytelling Customer-Centric Models
Prototyping With Empathy: Testing Customer-Focused Solutions
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