Meaning ● Empathetic Customer Experience, within the SMB landscape, signifies a customer interaction strategy prioritizing a genuine understanding and validation of the customer’s emotional state throughout their buying journey. It directly addresses customer needs using emotionally intelligent automation, personalizing the experience to increase engagement and ultimately boost customer lifetime value. As SMBs adopt technological solutions, a critical part of this definition ensures consistent, relevant, and value driven customer relationships, while promoting brand loyalty and competitive market positioning.
