Empathy and generosity – the keys to engaging your customers and people

A Simple Recipe

It’s no secret that I am a fan of Jessica Hagy, her books and her blog: Indexed. I was also lucky enough to interview her about her new book (How to be more interesting (and keep customers for longer) – Interview with Jessica Hagy) about 6 weeks ago.

Recently, she published one of her daily diagrams – A Simple Recipe (See above):

How to make friends and influence people = the intersection of empathy and generosity

It’s a great but simple diagram and insight. However, if we think about this the applications could be huge for customer engagement, employee engagement, leadership, customer service, marketing, change, culture etc etc.

Here’s where and why I think some firms are failing:

  • Many firms have little or no empathy with their people or their customers and are, therefore, disconnected from them or struggling to understand why what they are doing is not working as well as it used to.

  • Many firms are not generous with their time, effort, care or resources towards their people and their customers and, so, wonder why when they ask for their help they get little in return.

  • Often firms have empathy with their customers and their people but they are not generous with their time, effort, care or resources and, therefore, they have insight but unless they show it or demonstrate it nothing happens or gets done.

  • Often firms are generous with their customers and their people but they do not have the empathy needed to give the right sort of ‘things’. Therefore, little or nothing happens.

How much empathy do you have for your people or your customers?

How generous are you being and are you being generous with empathy?

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