At a book signing, the panel moderator told me that she recommended my book, The Empathy Edge, to her friend - let’s call her Jennifer. Jennifer was in a really bad work situation with what she deemed an out of touch manager. Her boss treated her badly, didn’t listen to her ideas and generally acted like he was too busy to be there for his team. Jennifer was pretty fed up by this point, and … [Read more...]
Empathy for Others Starts with Empathy for Yourself
Empathy seems like such an outward, selfless act. And in many ways, it is. You must focus on another person, make space for them, and get out of how you see the situation through your own eyes and hold space as well for they see it. This all sounds very noble. Until a very broken person attempts to be empathetic. That’s like trying to help others put on their oxygen masks when you are about to … [Read more...]
3 Ways to Use Empathetic Insights to Repair a Bad Customer Experience
Have you ever gotten an email from customer service or an answer from a sales rep that left you feeling hopelessly misunderstood? This seems to happen to me more as I get older, and while I completely admit that the common denominator is me, nine times out of ten, it is a result of a brand representative not truly listening to me or “getting” the real issue. When an eCommerce site screwed up … [Read more...]
Go Beyond the Focus Group for Better Customer Insights
Focus groups make me cringe. These false environments place target customers in a room where they are asked a series of questions about what they think of products, services, or ad campaigns. We pay them to be there, get them in a room where they feel under pressure to offer an opinion or make one up, and to consider products or services in an artificial context that doesn’t at all … [Read more...]
3 Tips to Deliver a Great Speech
Have you had to deliver this yet? That once-in-a-lifetime speech. You know the kind of speech I’m referring to: the pivotal presentation that defines a person, cause or culture -- that crucial communications moment your audience members will remember for weeks afterward. This could be a TEDx talk, like one I recently did for TEDx CWRU, or your first all-hands meeting as CEO, or your … [Read more...]
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