Customer Empathy emphasizes a deep and abiding sense of customers and the environmental and psychology factors that influence their behaviors.

Customer Empathy creates another beacon that will guide executive decision-making and consistency of follow through by your teams and partners.

We start with a framework called Jobs to Be Done.

Jobs to Be Done describes how customers “hire” a product or service to get a set of jobs done and achieve meaningful progress.


Job specs describe why a particular group of customers—who share similar contexts, motivations, and success criteria—hires a product or service to achieve progress towards a goal or general aim.

A well-defined job spec becomes the North Star for an organization

Michael Jay Moon - Prevailing Peace
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