Importance of Empathy in Business

This morning, many people opened their favorite apps and nothing worked. A technical issue in Amazon’s data center rippled across the digital world, disrupting thousands of companies & millions of lives in real time. Here’s how big the impact was: Lyft riders were stranded. Snapchat wouldn’t load. Venmo couldn’t send or receive payments. Ring cameras went dark. Prime Video, Hulu, and Disney+ froze midstream. Fortnite, Roblox, Clash Royale, and Clash of Clans kicked players offline. Signal messages failed to deliver. Even Amazon’s own site, Alexa, and Prime Video stopped responding. For a few hours, entertainment stopped, payments froze, communication failed, and digital life itself hit pause. But I see something more.⁣ This wasn’t just a technology failure; it was an emotional one. Because experiences aren’t based on the outage itself. They’re defined by what happens in between; how people feel while it’s broken, and how they’re treated while they wait.⁣ As a business leader, I bet you want to retain loyal customers when unexpected challenges happen. So, here's what you do: 1️⃣ Acknowledge emotions quickly. Silence multiplies frustration. Even a short, human message, “We know this is frustrating, and we’re on it” restores calm faster than a generic tech update. 2️⃣ Communicate with clarity and care. Customers don’t need technical terms; they want reassurance. Say what it means for them: “We’re working to reconnect you, and your data is safe.” 3️⃣ Close the loop with gratitude and honesty. When systems recover, let customers know. Thank them for their patience, acknowledge the inconvenience, and share what’s been done. Transparency rebuilds confidence; appreciation restores connection. 4️⃣ Empower your people, especially your frontline teams. Technology can fix systems, but only people can fix feelings. Give your employees permission, training, and trust to respond with empathy. Top rated brands know technology may fail, but feelings don’t have to. Because what customers remember isn’t the outage; it’s how you made them feel when it happened.⁣ Got questions? Message me, and follow for more actionable proven strategies. Doing CX Right®‬ #customerexperience #customerservice #awsoutage

After dedicating four decades of my life to the HR industry, I've had a front-row seat to its remarkable evolution. Witnessing the progress of AI in hiring has been equally fascinating – from basic automation to advanced tools streamlining recruitment processes, it's been a game-changer for HR professionals, saving time and resources. Yet, as we leverage the advantages of AI, it's paramount to consider a few limitations. While it excels at expediting initial screening, the intricacies of cultural fit and interpersonal skills demand the subtlety of human judgment. Sure, AI can detect subtleties in a video interview, but who’s to say that an applicant’s body language isn’t simply due to them being nervous rather than being unprepared? The fact is that human qualities like empathy are still unmatched by software. Over these forty years, I've observed various technologies emerge and fade away. However, one constant has remained – the irreplaceable value of the human touch in hiring. While AI can expedite processes, the essence of human connection is unparalleled. It's in understanding the unique qualities, emotions, and aspirations of individuals that true talent acquisition flourishes.   As we move forward, I firmly believe that there needs to be a blend between AI and the human touch, creating a perfect synergy that optimizes the recruitment process. Where do you think the sweet spot lies – fully automated with AI or a perfect blend? #AIinHR #HumanTouch #RecruitmentRevolution #Culture #

Lead with empathy, not ego. It's a simple statement, but one that can transform your leadership style and your entire workplace culture. I've witnessed firsthand how a lack of empathy can stifle creativity and breed resentment. People become hesitant to share their ideas, afraid to take risks, and ultimately disengage from their work. But when we lead with empathy, we create a different story. We build trust and empower our teams to bring their best selves to the table. It's not about being a pushover or ignoring difficult conversations. It's about: • Recognizing humanity in others. • Understanding their unique perspectives. • Approaching challenges with compassion and curiosity. I'm a firm believer that kindness is a superpower, especially in leadership. It doesn't mean sacrificing results; in fact, it often leads to even better outcomes. Challenge ourselves to lead with empathy. Your team and your future self will thank you for it.

Most Leaders Suck at Empathy. And It’s Costing Millions. Let’s be clear: Empathy isn’t soft. It’s not fluffy. And it’s definitely not optional. It’s a strategic advantage, in leadership, in brand-building, and in business growth. Here's why: 1. Empathy Drives Internal Clarity (Which Fuels External Impact) If your team can’t clearly articulate what the brand stands for, your market definitely won’t get it. Misalignment inside leads to: → Confused messaging → Poor execution → Ineffective campaigns Empathy in leadership ensures teams understand: → What we do → Who we serve → Why it matters “If your people don’t get it, the market won’t either.” 2. Empathy Informs Relevant Positioning Product parity is the norm across most B2B and B2C markets. Customers don’t choose based on marginal functional advantages. They choose brands that feel like they understand their world and trust. Empathy helps brands uncover: → The real job-to-be-done → The emotional drivers behind purchase → The language customers actually use That’s how you get distinctiveness, not just visibility, but memorability. It's how you will matter more to them. 3. Empathy Closes the Gap Between Brand Affection and Buyer Action Jaguar. Harley-Davidson. Gap. All admired. All struggled to convert admiration into revenue. This is the affection–action gap. Empathy closes it by: → Prioritising relevance over legacy → Mapping actual buying behaviour, not idealised personas → Evolving with cultural and generational shifts Brand equity without relevance is just nostalgia. 4. Empathy Future-Proofs Growth Markets shift. Competitors copy. Technology changes fast. Empathy allows brands to: → Stay culturally relevant → Spot unmet needs early → Adapt without losing their core identity In short: it builds strategic agility. 5. Empathy Adds Measurable Value Brand building isn’t abstract. Done right, it drives: → Higher pricing power → Lower CAC → Increased LTV → Faster sales cycles And empathy is what makes brand building effective, by anchoring it in real customer experience and shared internal understanding. Again, it will make your business matter more than all others, even in recessionary markets... Empathy isn’t about being nice. It’s about being accurate. It aligns teams. Sharpens positioning. Builds memory. And drives action. Ignore it, and you risk building brands that get seen but not remembered. Admired but not chosen. Empathy is commercially smart. It’s how good brands become great businesses.

One of the greatest opportunities I see for the next generation of client-facing professionals: Being the ones who can read and exercise the norms, whether with colleagues or clients, and still infuse their own personality into the work. Those who can master this will be the ones who build stronger relationships and ultimately win more business. Sure, the pendulum has swung hard toward AI efficiency. And proficiency in it will likely be an essential skill. But over-relying on it? That comes with a hidden cost: it can dull the skills of empathy, discernment, and human connection. I suspect it might become tempting to believe that the safest path to employment and promotion is to keep your head down in automation:  Follow the prompt exactly, never straying from the template, and assume that originality is too risky. But customers can feel when you’ve disappeared behind automation… and it seems that they don’t love it. According to Salesforce, 52% of customers say they’re willing to pay more for a great customer experience, and they define that experience as one that feels more personal and less automated. That means the professionals who keep showing up with genuine connection won’t just feel different (in a good way!), they’ll be the ones winning more trust and more business. This humanness will be the differentiator. Some easy ways to practice this is to start by noticing the social norms, and then thoughtfully adding personality to them. Like: ☑️ Pay attention to how experienced colleagues communicate with clients. What tone do they use in emails, how do they open conversations, how do they handle pushback? How can you use that as a framework and then infuse your personality into it? ☑️ Notice how client meetings start. Do they jump right into business, or spend a few minutes building rapport? What do you know about the client that you can chat about beyond asking about the weather :)  ☑️ When you send a recap or follow-up, include a warm line or a small personal detail you remembered, instead of relying solely on a template. Because if more than half of your customers are willing to pay more for an experience that feels human, it’s a skill worth exercising to make sure they get it! #YouthSkills

Empathy is strength. Empathy at work is not weakness. Weakness is fear dressed up as control. And teams quit leaders who make them feel small. Control can ship a product once. Manipulation can get you short term results. But empathy truly builds a company for years. People do their best work when they feel safe to speak. Harvard’s research on psychological safety shows this clearly. When people believe they will not be punished for candour, learning and performance rise (Edmondson, 1999, Harvard Business School). Creativity follows the same rule. When leaders notice progress and remove friction, ideas multiply and results improve (Amabile & Kramer, 2011, Harvard Business School). So empathy is not being “soft.” Here's how to build a worldclass culture at your workplace: 1) Make safety visible ➞ Start meetings with lessons learnt. ➞ This normalises truth over image. ➞ No blame, just solutions. 2) Practice the 70/20/10 rule in 1:1s ➞ Listen 70% of the time. ➞ Ask 20% open questions. ➞ Give 10% guidance. 3) Adopt a “no-surprises” policy ➞ Gauge how the team is feeling. ➞ Speed shows empathy in action. ➞ Remove roadblocks. 4) Reward candour, not politics ➞ Publicly thank the person who challenged a plan. ➞ If dissent is rare, it could mean fear is common. ➞ Track how often dissent shows up early. 5) Clarify roles ➞ Be clear on who makes decisions. ➞ Invite input from those closest to the work. ➞ Clarity improves plans. 6) Close the loop ➞ When someone gives feedback, tell them what changed. ➞ Progress is proof that speaking up matters. ➞ No procrastination on action items. 7) Model expectations ➞ Be firm on standards. ➞ Be kind in delivery. ➞ People mirror your actions, not what you say. When there is more truth at work, there are fewer surprises and better results. Have you ever been punished for telling the truth at work? ------- ➕ Follow Jonathan Maharaj FCPA for finance‑leadership clarity. 🔄 Share this insight with a decision‑maker. 📰 Get deeper breakdowns in Financial Freedom, my free newsletter: https://lnkd.in/gYHdNYzj 📆 Ready to work together? Book your Clarity Session: https://lnkd.in/gyiqCWV2 Article references in the comments.

I see a significant gap between how companies see empathy and what customers truly expect. Company's perspective: ➡️ being nice and feeling sorry Customer's perspective: ➡️ feeling heard, understood, and valued. Empathy means your product team has to sit with customer friction, not dismissing it as “edge cases.” It means your finance leaders have to weigh decisions through a lens that isn’t just cost optimization. It means your leadership has to make choices that benefit customers even when they don’t maximize next quarter’s margin. Here’s what separates the two: Empathy as performance: “We understand you’re frustrated, and we’re sorry.” Empathy as practice: You changed your entire onboarding because customers consistently got stuck at step three. You didn’t just feel their pain. You eliminated it. Most organizations stop at the first one because it’s cheaper. It requires no structural change. No redistribution of power. No accountability. Customer centric companies bake empathy into how they actually operate. Into who gets heard in the room. Into what success looks like for the business. What else would you add? #empathy #cx #customerexperience #customerrelations

AI in HR without human oversight isn't innovation - it's irresponsible! I truly believe the human element in AI for HR isn't optional. It's essential and the question isn't just "Can AI do this HR task?" but "SHOULD AI do this HR task, and then, HOW should it be implemented?" - This distinction matters enormously. As HR professionals, we're the guardians of both compliance and human connection in our organisations. When we implement AI, we need to approach it with intentionality and purpose. Here's what I believe ethical, human-first AI in HR looks like: ✅ Enhancing human judgment, not replacing it - AI should handle repetitive tasks while freeing us as HR professionals to apply our emotional intelligence where it matters most ✅ Transparency by default - People deserve to know when AI is being used in decisions that affect them ✅ Privacy as non-negotiable - Employee data requires the highest levels of protection and intentional governance ✅ Reducing bias, not amplifying it -AI systems must be regularly audited to ensure they don't perpetuate existing inequities ✅ Compliance built-in from day one - Not bolted on as an afterthought At humaneer, this approach isn't just a nice-to-have - it's fundamental to everything we build. We believe HR tech should make our  jobs easier while upholding our values, not forcing compromises on either. The most powerful HR tech isn't about removing humans from the equation - it's about augmenting human capability while preserving what makes us uniquely valuable: our empathy, ethical judgment, and ability to navigate complexity. I'd love to hear your thoughts -  what ethical considerations are top of mind for you when evaluating AI in your HR function? And do you agree, is AI in HR without human oversight irresponsible? #HRtech #EthicalAI #FutureOfWork #AIinHR Want to join the conversation, check out our global community - https://lnkd.in/gpsUnm3U

Traditional objection handling feels manipulative because it is. Buyers can feel when you're using a technique on them. The SPIN, LAER, and Feel-Felt-Found methods all have the same problem, they're about winning an argument, not solving a problem. Here's what actually works with today's sophisticated buyers: 1️⃣ Validate, don't combat When a buyer says "Your price is too high," stop trying to justify it. Start with, "That's a completely fair concern. Most companies we work with initially felt the same way." Validation before response changes everything. 2️⃣ Ask genuine questions Instead of launching into your prepared rebuttal, get curious: "What price point were you expecting?" "Which competitors are you comparing us to?" "What would make this investment more acceptable?" 3️⃣ Acknowledge the objection might be valid Sometimes, your solution genuinely isn't the right fit. The best reps are willing to say: "Based on what you've shared, this might not be right for you right now. Here's why..." This honesty builds tremendous trust. 4️⃣ Focus on business impact, not product features When they say "We don't need this feature," stop defending the feature. Redirect to outcomes: "I understand. The reason I mentioned it is because companies like yours have used it to achieve [specific result]." 5️⃣ Give them space to think After addressing an objection, stop talking. The silence feels uncomfortable, but respect their need to process your response. The best objection handlers aren't the smoothest talkers. They're the most empathetic listeners.

High-performing teams don’t just happen. They’re built on a foundation of empathy. Winning cultures lead with empathy and accountability. Leaders who create a culture of empathy lift others up, strengthen trust, and unlock the full potential of their people. Here’s how to do it in practice: ⭐Model empathy first: share your own challenges and perspectives openly, showing that it’s safe to be human at work. ⭐Listen beyond words: pay attention to tone, body language, and what’s not being said. ⭐Invite perspectives and ask: “What’s your take?” before making key decisions, especially when change is on the table. ⭐Respond, don’t react. Pause before speaking in tense moments to ensure your words build, not break. ⭐Recognize effort: notice the work behind the work. Appreciation fuels motivation and morale. ⭐Flex your style: adapt communication and leadership to different working styles and needs. ⭐Create space for well-being: encourage breaks, check-ins, and sustainable workloads so people can perform at their best. When empathy is embedded into the culture, performance isn’t sacrificed. Instead, it’s amplified. Teams move faster, collaborate better, and stay committed longer. Reflect on: one way you can lead with empathy today?