Empathy is not just good for society, it is good for your organization’s performance. (Yes, if I have to speak to selfish motives to make the world more empathetic, I will!) Empathy has been shown to have a direct impact on everything from customer loyalty to innovation to profits. When embraced with genuine intent and not simply as a glossy PR veneer, empathy … [Read more...]
Don’t compromise your story
Sometimes, we are so confident and passionate about the story we have to tell. We know that we can offer tremendous value, whether through our own brand story for customers or a creative story that leads to art, music, poetry or dance. Commerce and art are similar. When the story inspires you and resonates for others, things just seem to flow. Which is what was happening for me as I began … [Read more...]
How to be a better negotiator
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...]
Well, hello there, Rockstar!