In the best of times and in the midst of crisis, customer connectivity is core to business success.  That means we need to focus on helping them as real people, not clicks, and dollar signs.  An Empathy Lesson I Learned Early I spent over 20 years in the spa industry offering skincare and cosmetic tattooing. […]

The motivator response in our brain triggers us to take action and rewards us with a dopamine rush. It's a surge of good feelings following a pleasant experience. It's as old as man himself.   A key part of survival, the primal brain includes a series of triggers that make us take action. When we take […]

Pain has many faces. Physical pain, anguish over a loss, or fears of emotional pain. We, humans, are hard-wired to stop or flee all forms of pain.  Everything from an embarrassing moment to a stabbing level eight agony.   Just like the rest of humanity, I’m a pain avoidance specialist.  I used to love horses. I’d […]

Psychologists have understood for years that appearance and positive interactions can create a halo effect across a person and those standing close by.  It works equally across a business. Get one area top-notch and the halo spreads across your brand. Look at Apple’s halo as an example. You’ve probably heard the story about equivalent job […]