Empathy Is the Most Critical Soft Skill and Has Been for at Least a Century

By | 2019-01-08T11:34:27+00:00 January 8th, 2019|Categories: Employee Engagement|Tags: , , |

In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. Two out of every three. The rest he spends on communication tactics you can employ to make it easier for people to follow your [...]

One Thing that All Successful Employee Engagement Strategies Accomplish

By | 2018-09-26T14:13:17+00:00 September 27th, 2018|Categories: Employee Engagement|Tags: , , , |

It is all too easy to let best practices spill out into something like a features list on the side of a Windows 95 box. (If you don’t know what I mean, then please watch this short parody, Microsoft Re-designs iPod Packaging for a hilarious reminder of why customer empathy is important at every step of [...]

Adjusting Your Sails to Help Cultivate Human and Customer Centricity

By | 2017-06-28T03:00:12+00:00 March 6th, 2017|Categories: Customer Centricity|Tags: , , , |

William Arthur Ward, one of America's most quoted writers of inspirational maxims offered this following insight that applies to much of life and in particular to the CX discipline and keeping a constant customer-centric vision. “The pessimist complains about the world. The optimist expects it to change.  The realist adjusts the sails.” Much has been said [...]

Back to Basics – On Empathy

By | 2017-06-02T09:29:24+00:00 September 1st, 2016|Categories: Customer Centricity, Experience Design|Tags: , , , |

If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical analysis programs and is often more helpful in design than having NetPromoter® scores. Caring about others simply makes you a better [...]