The Secret to Empathy

Walking in their shoes from Paul Archer on Vimeo. Paul needed to hire a car this week and chose a 1.3 Astra. Nice car but underpowered for hills. He learns a lesson on how and why we should walk in our customer’s shoes. Podcast: Play in new window | Download

Learn to focus on the face

I’m on a flight right now as I write and the steward has enormously animated facial expressions so I match them and we’re getting on fine. I think though we’re reluctant to look at the face as much as we ought to. With the advent of video technology allowing us to commonly communicate to each […]

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