In this podcast we discuss how to use empathy as a strategy
1:12 The problem we solve - understanding each other. Park our own assumptions. Doubling meal size doesn’t make a customer twice as happy.
2:27 Empathy is a marketing question. Getting in the heads of consumers.
5:43 Three things that drive decisions 1) rational brain 2) emotional drivers, and 3) context. Don’t judge others by what’s happening in your life.
11:00 How can a big system know contextual purpose and what they are seeing from the customer. Each individual has a huge responsibility.
12:33 How does an introvert serve an extrovert? At an individual level and organisational - processes that reinforce the ability to be empathetic.
13:39 Being consciously curious.
18:40 Step 1 Consciously curious (harder to do than to talk about). Step 2 - openly explore (not on your own perceptions) - a Bunnings (hardware chain) example of buying a drill bit. Don’t show how smart you are. Step 3 - Challenge my own beliefs Step 4 - Leading with empathy - create an amazing experience.
26:31 We are trying to create customer experiences in the most diverse world we’ve ever had. 100 years ago you didn’t need to deal with a Korean Australian walking into a coffee shop in Rome. We have to deal with immense diversity.
30:30 Empathy and purpose are not soft skills.
31:14 Using empathy to sell. A web developer example
35:52 Tying in purpose
37:15 A little story about why we need to train.
