From Branding Strategy Insider: Empathy is a powerful tool for gaining richer insight into your customer’s expe­ri­ence at every step in their value chain. Really knowing what influ­ences and drives customer behavior requires one to walk a mile in the customer’s shoes. You can’t build empathy with your customers sitting behind the glass in a focus group, or putting them through long complex surveys. · Go to Brand building requires empathy for the customer →