Deploy Empathy
Michele Hansen
Deploy Empathy will help you learn the skill of interviewing your customers—learning to truly listen to them—so that you can pull out their hidden needs, desires, and processes.
Empathy is a skill that anyone can learn. Armed with the tactics you’ll learn in this book and the toolbox of scripts and phrases, you'll be able to sell more of your existing product, build the right features that will delight your customers, and stop churn in its tracks.
By the end of this book, you’ll be able to interview customers and potential customers with confidence.
"A smart look at one of business's most overlooked but critical topics." - Morgan Housel, Partner at Collaborative Fund and Author of the International Best-Seller The Psychology of Money
"Deploy Empathy is a rare treat: a deep dive, by an expert practitioner, into customer interviews. In addition to strategic exhortations to keep the interview focused on the customer, the tactical advice about phrasing to draw out their opinions and emotions without biasing them is top notch. I'd heartily recommend it to anyone who builds or sells.
Deploy Empathy is, far and away, the best book I've ever read on user interviews, filled with tactical insights that were new even having done hundreds of them." - Patrick McKenzie (aka patio11), Founder, Kalzumeus Software
Duration - 7h 8m.
Author - Michele Hansen.
Narrator - Michele Hansen.
Published Date - Sunday, 22 January 2023.
Copyright - © 2021 Dotsquare LLC ©.
Location:
United States
Description:
Deploy Empathy will help you learn the skill of interviewing your customers—learning to truly listen to them—so that you can pull out their hidden needs, desires, and processes. Empathy is a skill that anyone can learn. Armed with the tactics you’ll learn in this book and the toolbox of scripts and phrases, you'll be able to sell more of your existing product, build the right features that will delight your customers, and stop churn in its tracks. By the end of this book, you’ll be able to interview customers and potential customers with confidence. "A smart look at one of business's most overlooked but critical topics." - Morgan Housel, Partner at Collaborative Fund and Author of the International Best-Seller The Psychology of Money "Deploy Empathy is a rare treat: a deep dive, by an expert practitioner, into customer interviews. In addition to strategic exhortations to keep the interview focused on the customer, the tactical advice about phrasing to draw out their opinions and emotions without biasing them is top notch. I'd heartily recommend it to anyone who builds or sells. Deploy Empathy is, far and away, the best book I've ever read on user interviews, filled with tactical insights that were new even having done hundreds of them." - Patrick McKenzie (aka patio11), Founder, Kalzumeus Software Duration - 7h 8m. Author - Michele Hansen. Narrator - Michele Hansen. Published Date - Sunday, 22 January 2023. Copyright - © 2021 Dotsquare LLC ©.
Language:
English
Opening Credits
Duration:00:00:13
Title and Copyright
Duration:00:00:56
Part 1: Using This Book
Duration:00:00:04
1: Empathy Is a Learnable Skill
Duration:00:07:57
2: The Neuroscience of Listening
Duration:00:01:36
3: Why I Wrote This Book
Duration:00:07:31
4: What This Book Can Help You Do
Duration:00:01:35
5: How This Book Is Structured
Duration:00:04:54
Part 2: Key Frameworks
Duration:00:00:49
6: Everything Is a Process
Duration:00:03:13
7: The Core Questions
Duration:00:02:44
8: Functional, Social, and Emotional
Duration:00:02:46
9: Valuable, Usable, Viable, and Feasible
Duration:00:02:18
Part 3: Getting Started
Duration:00:00:26
10: You—Yes You—Can Do This
Duration:00:11:45
11: Learn How to Interview: A Step-By-Step Guide
Duration:00:07:19
12: Practice Interviewing—No Customers Needed!
Duration:00:05:16
13: Practice Interview Script
Duration:00:03:42
Part 4: When Should You Do Interviews?
Duration:00:00:47
14: Interviews or Numbers?
Duration:00:02:10
15: Project-Based Research
Duration:00:03:37
16: How Many People Should You Talk To?
Duration:00:03:12
17: Research Loops
Duration:00:01:18
18: Ongoing Research
Duration:00:11:22
Part 5: Recruiting Participants
Duration:00:00:42
19: Reddit and Forums
Duration:00:08:13
20: Twitter
Duration:00:03:54
21: LinkedIn
Duration:00:04:04
22: Facebook Groups and Email Lists
Duration:00:01:53
23: Email
Duration:00:03:27
24: Surveys
Duration:00:01:37
Part 6: How to Talk So People Will Talk
Duration:00:07:41
25: Use a Gentle Tone of Voice
Duration:00:02:23
26: Validate Them
Duration:00:06:54
27: Leave Pauses for Them to Fill
Duration:00:05:43
28: Mirror and Summarize Their Words
Duration:00:04:37
29: Don't Interrupt
Duration:00:02:53
30: Use Simple Wording
Duration:00:01:57
31: Ask for Clarification, Even When You Don't Need It
Duration:00:06:06
32: Don't Explain Anything or Get Defensive
Duration:00:02:57
33: Build On What They Say
Duration:00:03:20
34: Let Them Be the Expert
Duration:00:08:35
35: Use Their Words and Pronunciation
Duration:00:03:31
36: Ask About Past or Current Behavior
Duration:00:09:01
37: Be a Rubber Duck
Duration:00:03:09
Part 7: Interviews
Duration:00:02:35
38: Interview Preparation
Duration:00:22:30
39: How Can I Evaluate This Idea?
Duration:00:09:58
40: Why Did They Buy?
Duration:00:05:24
41: Why Do They Stick Around?
Duration:00:04:25
42: Why Did They Cancel?
Duration:00:13:10
43: What Do They Think? (Interactive Interviews)
Duration:00:21:13
44: What to Prioritize?
Duration:00:05:31
45: The "Reaching for the Door" Question
Duration:00:08:01
46: How to Ask People How Much They Would Pay
Duration:00:11:05
47: Debugging Interviews
Duration:00:20:00
Part 8: Analyzing Interviews
Duration:00:02:16
48: Drawing a Simple Customer Journey Map
Duration:00:03:49
49: The Pain and Frequency Matrix
Duration:00:10:22
Part 9: Pulling It All Together: Sample Interview
Duration:00:01:43
50: Sample Interview
Duration:00:22:21
51: Sample Analysis
Duration:00:10:30
52: Quick Analysis
Duration:00:06:08
Part 10: What Now?
Duration:00:02:01
53: Related Topics
Duration:00:05:08
54: Further Reading
Duration:00:04:39
Appendix A: Cheat Sheet
Duration:00:03:07
Appendix B: For Founders
Duration:00:00:36
55: Research as a Solo Founder
Duration:00:01:45
56: Feature Requests as Customer Research
Duration:00:12:47
57: Sales, Customer Support, and Customer Research
Duration:00:07:29
58: Customer Support
Duration:00:22:04
59: Research for Goal Setting
Duration:00:02:16
About the Author
Duration:00:01:21
Thanks
Duration:00:03:51
Ending Credits
Duration:00:00:19