Customer Empathy
topic on 2 shows · 2 statements across 2 episodes
2 statements about Customer Empathy, every show
Vora: Customer empathy has low short-term ROI but highest long-term ROI
“Customer empathy is not high ROI in the short term. It's almost the opposite. How many times have you gone to a user research session and wanted to jump across the table and say, there's a button right there. I built it for you. It's like a punch in the gut. B…”
Berner: Customer empathy and commercial mindsets are rarely found together in CSMs
“A very strong commercial mindset, which is hard to find in people who also have some of these other skills around customer curiosity, deep Customer empathy, bias for action, where people who like to help customers build their programs alongside our software, s…”