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empathy


Delight Is Harder To Deliver Than Just Say

Delight Is Harder To Deliver Than Just Say

I went back to find an older article I remember reading about the use of the word “delight” when talking about products due to a recent conversation with a client. “You can’t make a product delightful just by calling it delightful.” Above is a quote from Joshua Reeves Founder of ZenPayroll, now Gusto talking about Silicon Valley’s tendency to look beyond algorithms and code when describing their products. The article quotes numerous CEOs using the “delight” word to describe the impact they hope their offerings deliver. They all, of course, start to sound the same. To put the...
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Insensitive Use of Personal Data Can Seem Downright Creepy

Insensitive Use of Personal Data Can Seem Downright Creepy

Brands need to think carefully about how they leverage new levels of customer information when handing iPads to front-line service people. Using data and behavior-driven information, while a powerful way to forge connections, can easily go awry. I wasn’t too surprised when I read this in Michael Schrage’s HBR piece, “When digital marketing gets too creepy”. “The digital marketer who effectively runs Qantas Airlines’ highly regarded – and very successful – loyalty program has an unusual iPad problem. Flight attendants on Australia’s flagship carrier can now get up-to-the-minute data on...
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Good Leadership Character Leads to Good Brand Character

Good Leadership Character Leads to Good Brand Character

Tough time call for strong leaders As recognition sets in that the COVID-19 crisis will not be short-lived, companies must respond appropriately by communicating in ways that are empathetic and relevant, contextually aware, human and sensitive. Leaders, brand stewards, and their teams must be extremely focused, keep up with the new normal of uncertainty, and have the ability to rapidly re-evaluate what their company stands for, how it communicates, and why this matters now more than ever. Leadership Character An excellent post at IMD.org speaks to two attributes that the writers, Professors...
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