How do you operationalize empathy? This is the essential leadership and business challenge for us, and we need to address empathy as a way to lead.
“Empathic leadership is the ability of leaders to understand, relate to and be sensitive to customers, colleagues and communities….
The empathic leader will try to understand why their customers want to buy into their brand, not simply in a soft, touchy-feely way but literally from their point of view – from standing in their shoes. This brings a powerful and compelling aspect to the design, build and delivery of any product or service, the holy grail of business success and one reason why some brands are market leaders, but most are not.
Jon Mertz
