Maria’s weekly expert insight on empathy-led business, culture and brands
Years ago, I wrote a few posts about horrific customer experiences, especially one with a certain hot Internet retail brand. As I put on the one item I bought from them today, I reflected on whether I would actually forgive them for showing such a lack of empathy. I mean, it’s been years, right? It…
Resilience might be eligible for word of the year. You hear it everywhere you go. We talked a lot about resilience during the Pandemic. How do we bounce back and adapt? One definition of resilience is: The capacity to withstand or to recover quickly from difficulties; toughness. Clearly, we need to embrace resilience as human…
“You can be a hot mess and a masterpiece at the same time.” Hannah Corbin, Peloton. A few months ago, Hannah Corbin uttered these words on a Peloton ride, and they stopped me in my tracks. Metaphorically, of course. I kept pedaling. I can’t recall the context but I think it was about letting yourself…
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