Customer Empathy

What is Customer Empathy?

"Customer empathy is all about understanding your customers on a deeper level; who they are, what they're going through, and what their motivations are. It's about delivering a delightful experience that anticipates customer needs and meets them before they're needed because you understand the problem's impact. Empathy is built by gathering deep insights through real observations, face-to-face conversations, and stepping into your customers' shoes through empathy-building exercises which stretch beyond your hypotheses." - Mandy Drew,

Customer empathy is understanding and perceiving the pain points of a customer for a product. It is the ability to put yourself in the shoes of your users and get their perspective, the lack of which results in customer service failures.

What are the types of Customer Empathy?

Customer Empathy is basically of 3 types:

  • Cognitive: Placing yourself in someone else's situation and gaining a better understanding of their experience.

  • Emotional: Feeling the same emotions as your customers in a particular situation.

  • Affective: Ability to feel customer's emotions and respond appropriately.

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