Tag: empathy

Ideas, Innovation, Leadership

Empathy and Sympathy

Empathy & Sympathy by Mukesh Gupta One of the most difficult things for me when it comes to building strong bonds with people I constantly interact with, is the ability to empathise. I always was capable of intellectually understanding what the other person was going through but always found it extremely difficult to feel what they were feeling. I never quite understood why that was the case. I know a lot of people who are similar to me in this regard, so when I came across a resource that can significantly impact this aspect of our personality, I decided to […]

Customer Engagement

Customer engagement vs customer centricity

As an employee responsible for customer advocacy at a software vendor, I often receive requests from colleagues in the development teams requesting me to help them connect to our customers and seek feedback on our existing products or solutions and validate new product ideas. Having been in this scenario so many times, I realise that there is a big difference between customer engagement and customer centricity. In one, you work with the customer, together to achieve common objectives (which is so rare). This activity can only succeed if both the customer and the supplier have deep skin in the game. […]