Is Customer Empathy a Difference Maker?

We learn from Atticus in To Kill a Mockingbird, "You never really understand a person until you consider things from their point of view … until you climb into their skin and walk around in it."Elvis Pressley used to sing, "Before you abuse, criticize and accuse, walk a mile in my shoes."What may seem so apparent to many is not to others. In this conversation, we unpack the big ideas and linkages between business success and customer empathy with Dr. Natalie Petouhoff, the co-author of Empath...