In this episode of the Leadership Quotient Podcast, David Norton, Managing Director at Gale Partners, shares why empathy is one of the most underrated leadership strengths and how customer-centered thinking becomes a competitive advantage in investor-backed environments. Drawing on a career that spans American Express and the brand transformation era at Caesars Entertainment, David explains how leaders can combine analytical rigor with creativity to turn insight into action, build momentum inside complex organizations, and earn trust across functions. David and Lindsay explore what it takes to drive transformation without burning relationships, including why “points on the board” matter early, how to bridge silos through stakeholder alignment, and why great leaders keep the customer “above every door.” They also discuss the growing importance of omnichannel experiences—where loyalty, personalization, and service connect the physical and digital worlds—and what CMOs must develop to remain effective as the role expands beyond brand into revenue, data, and technology. The conversation closes with a forward-looking lens on the leadership tradeoffs many executives face: balancing today’s pressure for results with the investments that create long-term value, building durable relationships that compound over time, and staying anchored to the customer even when the business is optimized for the present.
