Listening: Three shifts you can make to connect and build empathy with your customers
Listening is the most powerful tool available in business. Without it, it’s hard to influence others, negotiate, or even get any work done. Most of all, without listening, you can’t connect with your customers and build empathy. We sometimes limit listening to verbal or audible communication, but in today’s multi-media, interactive world, listening is larger than that. It also involves more than the customers; the company’s employees matter too. But when it comes to empathy, there is an elephant in the room: do we really understand what empathy is? It’s quite controversial (Paul Bloom’s book, The Case Against Empathy) and sometimes unclear if building empathy is a noble or achievable goal. This talk covers all of those topics and outlines three shifts you can make to change how you listen and build new relationships with your customers. And yes, in the end, you’ll build empathy with them too.