This PPT slide, part of the 67-slide Customer Journey Mapping - Guide & Templates PowerPoint presentation, presents an Empathy Map, a strategic tool designed to deepen understanding of target customers. It is structured around a central figure, representing the customer persona, with 6 key sections surrounding it. Each section prompts critical questions aimed at uncovering insights about customer behavior and motivations.

The first section, labeled "WHO are we empathizing with?", sets the foundation for identifying the specific customer persona. This is crucial for tailoring strategies that resonate with the intended audience. The second section, "What do we want them to DO?", focuses on desired actions from the customer, emphasizing the importance of aligning customer behavior with business objectives.

The next 4 sections delve into the customer's internal and external experiences. "What do they THINK and FEEL?" explores emotional drivers and pain points, while "What do they SEE?" examines their environment and influences. "What do they HEAR?" captures external inputs affecting their decisions, and "What do they SAY?" reveals their expressed opinions and sentiments.

The final section, "What do they DO?", looks at actual customer behaviors, providing a comprehensive view of how they interact with products or services. This holistic approach allows businesses to create more effective engagement strategies by understanding the customer journey from multiple perspectives.

Overall, the Empathy Map serves as a vital framework for organizations aiming to enhance customer experience and refine their marketing strategies. It encourages a deeper connection with customers, ultimately leading to improved outcomes.

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Customer Decision Journey Customer Experience Customer Journey Customer Journey Mapping