GREAT PAIRING: SERVING THE RIGHT “BOTTLE” WITH CLIENT EMPATHY MAPPING

Speakers: Ryan Suydam & Chandra Storrusten

That great Cabernet which pairs perfectly with steak would overpower a subtler plate, ruining the experience of both. That expensive bottle doesn’t seem like a good value if matched poorly. Clients are no different, they select the firm that best demonstrates the right pairing: an understanding of their needs and situation. During this interactive session, you will learn a technique, Client Empathy Mapping, that enables practitioners to quickly recognize opportunities for differentiation with perfectly paired service.We combine several CUSTOMER experience strategies and translate them to the unique needs of CLIENTbusinesses. Client Empathy Mapping merges processes used in designing service with user experience tools from software development. We’ve added additional innovations to create a quick, simple way to think like your clients.Whether building a formal empathy map over several hours, or doing a quick “empathy sprint” in five minutes, the process is simple, teachable, and powerful.