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Scripted Empathy Failure: When Customer Service Misses the Human Connection
In today’s business, customer service has become increasingly automated, scripted, and measured by metrics that often prioritize efficiency over humanity. Recently, I witnessed a particularly
The Steam Room Revelation: Understanding True Empathy in Leadership
As an EI Strategist, insights often come in unexpected moments. Recently, while exiting a steam room, I joked about having more empathy for lobsters. This
The Mindset Gap: When Managers Overlook Human Potential
As a Leadership & EI Strategist, I recently witnessed a telling example of management mindset limitations that perfectly illustrates why programs like Manager Assist™ are
The Incredible Importance of Vision in Leading Your Organization
In the demanding world of corporate leadership, it’s easy to get caught up in the day-to-day tasks, KPIs, and project deadlines. However, as an Emotional
EMOTIONAL EXPERIENCE – MORE THAN WORDS
What is the Emotional Experience of Your Company™? An Underappreciated Key to Success Any seasoned business leader understands the significance of company culture. Yet, the
