You have to put yourself in the other’s shoes, follow his path, expose yourself. That is empathy: the ability to share someone else’s feelings or experiences by imagining what it would be like to be in his situation.
Listening to the customers is mandatory but not enough: they seldom express their needs directly.
The Customer’s Shoes
You have to put yourself in the other’s shoes, follow his path, expose yourself. That is empathy: the ability to share someone else’s feelings or experiences by imagining what it would be like to be in his situation.
Listening to the customers is mandatory but not enough: they seldom express their needs directly.
Beauty and the Beast
We all know the fairy tale of “Beauty and the Beast”. On the surface both of them were very different to look at, but underneath the appearance they were equal in their virtue.
When preparing a report, give consideration to the presentation, so the information is clear and easy to understand.
Do not let a beastly appearance hide the true meaning of the message.
Display the Score
It is obviously possible to still comply with speed limits without a speedometer, but it is not the easiest way.
Measuring indicators and making them available is one of the most efficient ways to influence behaviours.
Gap to Success
In the final stages of a car race the information given to the driver will tell him how many laps there are to go to reach the finish line.
When striving to reach the end goal the most critical information you must provide will focus on what is still to be done, instead of what has already been achieved.
When presenting your figures be sure to make clear the current gap which needs to be bridged to successfully achieve the objectives.
Keep Swimming
In order to progress a swimmer must not stop for fear of drowning.
All IT systems must be reviewed and updated on a regular basis to keep up with the wave of innovation.
