Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success
While in Las Vegas last week in the immediate aftermath of one America’s most horrific mass shootings, I was overcome by a myriad of emotions. Beyond obvious and deep sorrow, I was struck by confusion over the intentions of the perpetrator and heartened by the outpouring of genuine compassion and concern of locals and visitors…
Keeping Your Audience’s Attent…Look There’s a Squirrel
Well, it’s officially over…your attention span that is! Smartphones Fault? I’m not sure if you are still reading given recent findings on just how short attention spans have become but here goes… I knew things had gotten bad back in 2015 when I read an article in The Telegraph titled Humans have shorter attention span…
When It Matters Most: Customer Experience With the Fury of a Hurricane
Despite all of the great accomplishments achieved by women and men, we have yet to match the raw force of nature fully. I was reminded of this when I met Hurricane Irma this week shielded from her wrath only by stone, glass, and metal. Blessed in a Storm On balance I was lucky (as were…
Shedding Your Implicit Bias: It’s Time for Design Thinking
Isn’t the world amazing! Despite the recent floods, nuclear tension, and political divide in the United States, I continue to be in wonder of the kindness and compassion demonstrated by absolute strangers to flood victims. I also marvel at the way so many people graciously navigate the underlying tensions of our time and find common…
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