When service becomes automated, empathy becomes the differentiator. Customers will stay loyal to companies that show up with ...

Washington talks a lot about empathy. So do the states. The word gets tossed around until it starts to mean “feeling ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Is empathy a trait—or is it an interaction? Source: Juan Pablo Serrano Arenas/Pexels I've been studying empathy for most of my life. I write about empathy in books and studies and teach it across the ...

In an interview this year with Joe Rogan, Elon Musk quipped that “the fundamental weakness of Western civilization is empathy.” He seemed to blame it, in part, for the decline of America’s cultural ...

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Empathy isn’t just a nice-to-have but a repeatable operating system for resilient growth. McDonald’s is back in the headlines with a major menu announcement. Most see it only as a burger-and-fries ...