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It is widely acknowledged that the ability to empathize is the basis for all productive relationships. It goes without saying in personal relationships empathy is the glue that keeps us together. In business empathy is essential for collaboration, inspiration, and innovation. And today we need empathy more than ever as we attempt to bridge the … Continue reading Empathy Is A Skill, Not A Feeling – The Empathy Equation MORE >
Processes and procedures are essential for accomplishing goals efficiently and effectively, but is your organization implementing them in a way that erodes customer relationships? Case in point: a recent experience I had with an airline that shall remain un-named. Procedures Over Customer Relationships The flight from Charlotte, NC to Washington, DC should take around 90 … Continue reading The Inconvenient Truth About Following Procedures – She called me “Madam” MORE >
