For me, empathy is best exemplified by neuroscientific research, which shows when we observe the pain of others, it activates the same neural pathways as when we experience pain ourselves. We are hardwired to “feel into” the pain of others, which is the translation of the German root from which the word empathy evolved. Empathy is the gift of feeling into the emotions of others.
For more about empathy and compassion, I hope you will pick up or gift a copy of my book Stronger Through Adversity, which provides more than 20 pandemic forged lessons from 140 plus leaders like the CEOs and Presidents of Target, Verizon, Kohl's, Microsoft, and Marriott. Out of empathy for those fighting the pandemic, I’m donating a portion of the book’s proceeds to the international nonprofit Direct Relief, which provides food and supplies to those on the frontline.
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Unearthing Timeless Customer Experience Wisdom - Lessons from P.T. Barnum
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management
Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust
Why All Business is Personal: Keys to Humanizing Business Success
Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer
Unforgettable Experiences: Poignant Lessons on Authentic Care
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks
Service Recovery: How to Apologize and Build Strong Customer Relationships
Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista
4 Key Strategies for Business Success: Adopt Product, Service, Customer, or Adaptive Approaches
The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty
Customer Experience Excellence - How to Leverage Human Intelligence to Enhance AI
VUCA and YOU - How to Lead in Ambiguous Times
VUCA and YOU - How to Lead in Complex Times
VUCA and YOU - How to Lead in Uncertain Times
What is VUCA & How do YOU Thrive in Volatile Times?
Employees Aren’t Happy - Here are 5 Ways to Reverse the Trend
The ”Art” of pARTnership - How to Amplify Your Success
How to Be an Iconic Service Brand -Four Things You Must Master
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