Empathy, the amazing human condition that leverages mirror neurons that build perspectives beyond our own insight to better understand others. Find 7 empathy tips, technologies and indexes for clairvoyant customer experience empathy in an article with no affiliate links, no outside advertising, or paid influence beyond the author’s opinion.

The release of the Apple interview question, “What is the difference between sympathy and empathy?” may have well been the viral tipping point for the modern understanding of customer experience.

For anyone who wants a deeper understanding of the customer experience journey that travels much farther than the lock box of one’s own perceptions, empathy is the ticket to ride.

GROW YOUR BUSINESS THROUGH MARKETING BASED ON REAL DATA & EMPATHY

5 Tips, Technologies & Indexes for Clairvoyant Customer Experience Empathy

Empathy utilizes shared and relatable understandings while sympathy is a one way passage of condolences.

There are incredible tips, technologies and indexes here that I will unlock for you to take the an amazing trip that will give you powerful skills to disrupt and dominate your industry.

Warning, This Author Is Handing Out a Dangerous Free Cocktail Here

You may never be the same after reading this empathy for marketing article. My journey to customer empathy has traveled from helping to create the the modern search marketing medium while working at a large search engine,  getting picked up by a top 10 eCommerce business who was only interested in hiring  the best of the best, growing a brand from less than 10 million a year to over 100 million a year in sales, and working side by side with a billionaire ski resort owner right after college because at the time I only really wanted to manage snowmaking operations and drive a snowcat (and  snowboard, ice climb, kayak, photograph, write and live in the mountains.) Abandon all hope of relying on your own insights for understandings, a huge light is about to turn on that will deliver deeper understandings, or stop reading now.

Use Hotjar for Qualitative & Quantitative Understandings

Traditional analytic programs are like just one side of the coin of insight. Hotjar, let you see the other side of how visitor actually engage with your site as you watch significant sets of users engage on traditional and mobile devices. Watching Hotjar site engagement recordings is like pulling the band-aid that your perception left for you about how good your site is, and leaves you with the true feeling of what festers underneath as you watch users grapple through text and bolt off site at common exit points that you never new existed.

The exit survey pop-ups where you can query visitor sentiments on a 0 to 10 scale for quantitative net promoter score insights, as well as the open ended qualitative questions such as “How Did This Site Leave You Feeling” are super nifty too.

Hotjar gives you web experience recordings to watch showing how visitors behaved as they engaged.

Use A Tool To Ensure Your Test Results Will Repeat

A former RedEnvelope director who went on to help start Zulily once shared a really excellent Excel hack for quantifying statistical significance with me. I still have the file, but more often use Get Data Driven’s A/B Significance Test, or StatSig as it emphatically clicked upon in my bookmarks toolbar.  Every time I want to check on the likelihood that one of my marketing experiments have produced distinguished results that will be repeatable, I check to see how close the statistical significance is to 100%.

The collective wisdom of the peer group I’ve worked with has found that result less than  75% significant is directional in nature, and that over 95% significance should be reached before there is a solid likelihood that what you are testing will be repeatable after you roll out the experiment.

When I was young, my grandfather (who was an engineering professor, economist, and World War II submarine war hero), saw that I was flipping a coin and writing down which result was more frequent. He explained to me that when you start to observe such outcomes, one or the other result may surge in frequency. But after a period of volatile and irregular outcome, a period of significance will emerge that will prove the odds of one or the other result is equal (I never got the coin to land on it’s edge). I think it is a gift for marketers to be able to see the emergence of chance and truth in the natural world, it’s one of the very few professions where it can be delineated objectively.

So when you want to gain insights experiment into meaningful customer behavior, for example determining which advertising copy will garner a higher click through rate when shown in search results, the statistical significance spectrum will reveal the probability that your results are proven to repeat in the future.

A statistical significance test will shows if your test will have reliably repeatable results.

Buzzsumo is an illustrative search engine that shows you what goes the most viral based on the total number of shares through social media. Here is the resource to correct what you think is happening versus what is actually happening. I guarantee you will find surprising results as you search for your industry content, such as I was surprised as I found a popularly shared empathy study that showed he top results that went the most for what goes viral, in terms of who is creating the content and what content ends up getting shared the most across the most popular social media sites.

Buzzsumo shows you the content that gets shared the most for every keyword.

Find Out What Viral Looks Like In Your Industry 

What works in theory is often much different that what works in practice. Thomas Pynchon wonderfully illustrated this point in Gravity’s Rainbow as a junior scientist reviewing rocket flight data lamented that the flight results contradicted the working theory of how the projectile should behave. Looking for guidance, his project leader advised, “Always trust what the rocket tells you.”

Customer Experience Empathy Articles from Buzzsumo

– Empathy is Killed by Popular Painkiller

– Data Elevates the Customer Experience

– When Clients Ask for Discounts, Ask Them … Why?

– Elon Musk Takes Customer Complaint on Twitter From Idea to Execution in 6 Days

– An Emotional Connection Matters More than Customer Satisfaction

Deploy the Google Search Console 

You could be on page one of the search results, getting lots of traffic to your site, but also generating zero conversions. Why? Why not look into Google Search Console to see what search queries you are actually showing up for, you may be absent from your customer’s journey entirely, and showing up for .

The Google Search Console quantifies the search terms people use to find and visit your web pages.

How To Use The Search Term Report Deploy the Google Search Console

In the Search Console menu, click on Search Traffic and then Search Analytics. Click to view the impressions, CTR, and position. Now go look at the search queries to see what people are searching for, where your listing shows up, and how often your listing gets click on. You will begin to understand the frame of mind your visitors have when they consider to visit your site.

Now Go Recreate Your Site Visitors Journey Through Search

Pick one of your search queries and use it to recreate the path that people take to visit. Search for it on Google and study your resulting listing. Your search result headline is most likely from your page title and your description is either from your meta-description tag or from content found on the resulting page. You now have a greater context of understanding for why people do, or do not visit your site. You have created empathy with your site visitor because you have peered over the fence into their actual experience.

Look At Your On Site Search Result Report

A report showing the terms most often searched for when visitors are on your site will give you great insight into what they may be having difficult finding through your navigation and what your most popular content, products or services may be.

Use an on site search term report to understand what people expect to find on your site.

How to Find On Site Search Data

Depending on the framework of your site, you may need to ask a developer to provide you with such a search usage report. If you use Google Analytics, click on Behavior, Site Search and then Search Terms.

Three Things On Site Search Report Will Tell You About Your Visitor

Visitors may be searching for a product that they would expect to find through the navigation. If the navigation is to difficult, some people may search as an act of desperation, but this is a sign too that some people may give up. You may want to consider revising your navigation to make it easier to find what people are looking for. 

A lot of people may be searching for a product or service that you do not provide. This type of search result data is great for product development as it is a real indicator of demand.

Look at products or services that have the highest resulting conversion rate after someone searches for them. Products or services that convert well in site search are often great candidates for advertising because they will deliver the best return on investment.