Nice guys and gals finish last. That has been the conventional wisdom, hasn’t it? That only sharks using cutthroat tactics can make favorable deals and negotiate effectively. I’m calling BS. Turns out, empathy is a secret weapon when it comes to negotiation and effective collaboration. And author, activist and strategic … [Read more...]
Does empathy make you a better leader? And thought leader?
In researching my forthcoming book, The Empathy Edge, I found ample evidence that empathy can make you a more successful leader, But…why? And can it also impact your success as a thought leader? Yes. Today I’m interviewing Denise Brosseau, CEO of The Thought Leadership Lab, where she works with executives and entrepreneurs seeking to grow their influence. She’s the author of Ready … [Read more...]
A Tale of Two Customer Experiences
Customer experience is now a defining competitive edge. In fact, this Forbes.com article states that customer experience is one of the top disruptive trends in business this year. So let me ask you: Which customer experience would you rather have? One where the customer service rep responds promptly, empathizes with your issue, and offers you options to solve your problem, … [Read more...]
The Brunch Crisis
A few years ago, my friend Alex helped her sweetheart Brandon to open a brunch restaurant in Portland. At first, they had zero customers. But within a few months—thanks to some glowing reviews in local newspapers, positive Yelp reviews, and a lot of hard work—they found themselves with a “good" type of problem: They had too many customers. At 9am when they oened their doors, some … [Read more...]
Good vs. Bad Customer Friction
Your organization, business or work will induce friction. Accept that. Friction is anything that makes a client or customer unhappy or prevents them from fully getting value from your work. Some people will embrace what you have to offer. Others will reject it. But, inevitably, some humans who find barriers to consuming, accepting, buying, and supporting your work. They will hit bumps in the … [Read more...]
Well, hello there, Rockstar!