Inovasi Model Bisnis Eterno Coffee: Integrasi Business Model Canvas dan Empathy Map Berbasis Customer Empathy

The increasingly fierce competition in the coffee shop business in Jember makes understanding customer needs key to an effective business strategy. Eterno Coffee can apply the empathy map approach in operations and services to improve their business model canvas by integrating the two tools to gain innovation. This qualitative research was conducted by conducting interviews and direct observation of business processes and customer interactions. The researcher found that Eterno Coffee successfully increased customer satisfaction and loyalty through service quality, attractive space design, and customized menu variations. However, improvements and additional points are needed in the customer segmentation, value proposition, channel, and customer relationship sections. In conclusion, a customer empathy-based business model provides deep insights into customer preferences, a deep understanding of customers and the application of empathy in business models can be the key to success in the modern coffee shop industry, allowing Eterno Coffee to continue to grow and compete in a dynamic market.