The old adage "the customer is always right" has never been more true. These days, companies make it or break it based on their customer experience. According to PWC, 32% of customers say they will abandon a brand that they love after a single bad experience. Giving customers the best experience they've ever had is vital to your success whether you compete on a local or global stage.
Unfortunately, not all companies have an ongoing process for validating how their customers and target audience engage with their brand, products, and experiences.
Here's a guide to help companies connect with and building empathy for their customers and target audience as they scale.