Empathy as a Leader

As a leader, balancing empathy with performance is a delicate dance. Ultimately, being truly empathetic, is to balance both, but it can be easy to mistake not holding people accountable because of their personal circumstances, for empathy. Understanding who someone is as an individual, their personal challenges, and how they react to situations, informs the relationship, but … Continue reading Empathy as a Leader

Building Empathy for Your Customers

More and more companies are finding that customer focus, more than anything else, is a key driver in their success. Growth leaders like Amazon, Apple, and Google all make customers the centre of their business decisions. There are many ways company’s express their commitment to their customers: The customer is always right. “Just say yes.” Customer-first decision-making. … Continue reading Building Empathy for Your Customers

A new dawn, a new day

Without sounding too ostentatious, welcome to the new home for my writing online. I’ve previously written extensively at blogfaced, angstily — and frankly mortifyingly — at Livejournal, a brief (and since deleted) dalliance on Medium, and professionally at Thinkific and Unbounce. My goal with this site is combine my personal and professional thoughts into one … Continue reading A new dawn, a new day