Michael Bach: What Exclusion is Costing Your Company

Michael Bach: What Exclusion is Costing Your Company

 The research is clear: investing in diversity, equity, inclusion, and belonging contributes to your bottom line. I hate to be so crass about a topic that should just be something we care about as humans connecting with other humans, but with all the recent backlash about diversity and equity initiatives, we have to get executive attention somehow.

Today, you will hear about what’s driving that backlash and how we can fight against it through empathy and understanding. And why quite frankly, exclusion is bad for business.

My guest is the charming Michael Bach. Michael shares how he got into this work, the stereotype of DEI practitioners, how to think about disability, the more dangerous role of apathy in fighting back against exclusion, the difference between diversity and inclusion, and he gives us a short primer on the Alphabet Soup of LGBTQ2+ initialism.

 To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:

  • If you’re trying to create any change, you need to understand how the organization operates from the inside.
  • Disability is not one thing – there are hundreds of disabilities under the umbrella term. It needs to be considered as a range, not just one form of accessibility.
  • It is not a competition. If we’re creating safer environments for everyone, regardless of how they identify or what they need, it creates a safer more inclusive environment for everyone.
  • There is a big difference between having diversity and being inclusive. The company is the soil that needs to be right for the seed of talent to thrive. 

 “It’s very difficult to quantify, but if you just look at it simply you can figure out that exclusion is just bad for business. And the reality is that most employers have figured that out.”

—  Michael Bach

About Michael Bach, CEO. IDEA Hub Consulting, IDEA thought leader

Michael Bach is an author, speaker and thought leader in inclusion, diversity, equity and accessibility (IDEA). He has worked globally in the IDEA field, including as the Deputy Chief Diversity Officer for KPMG International. He is the founder of the Canadian Centre for Diversity and Inclusion (CCDI), CCDI Consulting and Pride at Work Canada.

He is the author of the best-selling and award-winning books Birds of All Feathers: Doing Diversity and Inclusion Right and Alphabet Soup: The Essential Guide to LGBTQ2+ Inclusion at Work.

In 2023, he was named as one of the 10 Most Influential DE&I Leaders Revamping The Future by CIO Views Magazine.

Connect with Michael:

IDEA Hub Consulting: michaelbach.com

Books:

Birds of All Feathers: Doing Diversity and Inclusion Right

Alphabet Soup: The Essential Guide to LGBTQ2+ Inclusion at Work

New book: All About Yvie: Into the Oddity

X: twitter.com/themichaelbach

LinkedIn: linkedin.com/in/themichaelbach

Facebook: facebook.com/themichaelbach

Instagram: instagram.com/themichaelbach

Threads: threads.net/@themichaelbach

Join the community and discover what empathy can do for you: red-slice.com

PRE-SALE SPECIAL! Pre-order 1 to 99 copies of Maria’s new book, The Empathy Dilemma for your leaders, exec team, (or yourself?!) and GET 30%! bit.ly/TEDSpecialPresale Offer ends August 27, 2024!

Connect with Maria:

Get the podcast and book: TheEmpathyEdge.com

Learn more about Maria and her work: Red-Slice.com

Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross

Take my LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

Instagram: @redslicemaria

X: @redslice

Facebook: Red Slice

Threads: @redslicemaria

Jessica Swank: How Box Navigates the New World of Work

Post-pandemic leadership can be challenging. With the current market and increased expectations workers, leaders, and mid-level managers are squeezed, balancing the needs of the business with the demands of their people. This is why I’m excited to talk to a Chief People Officer of a global organization that is doing the work, navigating the journey, and experimenting with ways to better support their people.

Today, I talk with Jessica Swank about how her company’s leaders are navigating the challenges and still taking care of themselves and their people. We discuss the importance of clarity and support when setting high expectations, and how transparency, communication, and listening are vital with hybrid and remote work experimentation. We discuss specific ways Box integrates values into their decisions and develops and enables their managers to be more successful. Whatever your culture, Jessica offers her best advice on where you can start supporting your leaders.

 

To access the episode transcript, please click on the episode title at TheEmpathyEdge.com

Key Takeaways:

  • In your organization, you cannot be clear enough. Hold high expectations, but also give a clear understanding that you’ll be supporting your team and that you’re available for that support.
  • Actions speak louder than words and other people notice. You continue to show your empathetic culture every time you talk about caring for each other and empathy in service and follow it up with actions.
  • Setting boundaries is both self-care and empathetic. It gives you space to recharge and be more present in the difficult conversations that need to be had in business.
  • Work-life balance is not real. You need to understand priorities and boundaries to ensure you’re healthy with your life in the season you’re in.
  • It is a journey to understanding and managing the needs of your team. Be willing to take that journey and gather information from your employees on what is working and what is not.

 

“It’s not just up to the business to say, ‘Here’s what I need from you.’ It is incredibly valuable for every person to have that open dialogue with their managers, ask them when they need support, clarification, feedback, not just sitting back and waiting to be told, but also engaging in that dialogue.”

—  Jessica Swank

“It’s all about juggling, and you’re going to drop some balls, just make sure that the balls are going to bounce versus shatter.” —  Jessica Swank

 

About Jessica Swank, Chief People Officer, Box

Jessica has a proven track record of helping companies define and amplify their people and culture strategy (including diversity, talent development, employee experience, workforce planning, people analytics, and internal communications). She has been with Box since December 2018, and currently leads all People (HR), Belonging, Community (including Box.org), Places (workplace services and real estate), and Internal Communications. Prior to Box she led the People team at Blue Bottle Coffee, a high-growth global coffee company. Previously, Jessica led HR for Aruba, a fast-growing subsidiary of HPE, and spent ten years at HP/HPE in a variety of global HR roles. Her early career included executive search and recruiting for CEO’s, CFO’s and other key leadership positions.

 

Connect with Jessica Swank:

Box: box.com

LinkedIn: linkedin.com/in/jessica-venner-swank

 

Join the community and discover what empathy can do for you: red-slice.com

PRE-SALE SPECIAL! Pre-order 1 to 99 copies of Maria’s new book, The Empathy Dilemma for your leaders, exec team, or yourself and GET 30%! bit.ly/TEDSpecialPresale Offer ends August 27, 2024!

 

Connect with Maria:

Get the podcast & book: TheEmpathyEdge.com

Learn more about Maria & her work: Red-Slice.com

Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross

Take my LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

Instagram: @redslicemaria

X: @redslice

Facebook: Red Slice

Threads: @redslicemaria

Gautam Shah: Exercising with a Snow Leopard: Video Games to Engage Wildlife Conservation

Visiting snow leopards in their natural habitat or hanging with penguins in Antarctica is a life-changing way to engage with nature but it’s not within the grasp of most people. So how can we leverage technology to offer that exposure and foster empathy for wildlife conservation? My guest today, Gautam Shah, figured out a way to combine his passion with entrepreneurship to connect people with wildlife in fun, unique ways. 

Today we talk about why public engagement with wildlife is so important, and how using games can be more effective than current conservation tactics. Gautam shares some very cool examples of work they’ve done with partners such as Adidas and the Monterey Bay Aquarium. We talk about empathy vs. caring, how “behavior change” is not the primary goal of this work, and why many current conservation messages can derail efforts to engage everyday people by not having empathy for them. Toward the end, he candidly discusses the challenges entrepreneurs face to balance purpose with profit and the hard choices that one has to make to keep the organization alive and sustainable for the long haul. 

 To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:

  • If everyone had the opportunity to sit with an endangered animal, how many people would it change in favor of the planet? Though that’s not possible, there are ways people can engage individually in the change. 
  • Compassion is empathy in action. Empathetic people don’t suffer from a lack of caring, but often from not knowing how to take action. 
  • Internet of Elephants is using modern, creative ways to engage people in the story of conservation and making the stories told by the data gathered on the animals personal. They are making the stories of these animals personal to the individual. 

 “It’s a holistic process of thinking about the person and understanding their life before you can have any opportunity to think that you can introduce empathy for animals that might be very, very far away.”

—  Gautam Shah

Episode References: 

About Gautam Shah, Founder, Internet of Elephants, National Geographic and TED fellow

Gautam is the founder of Internet of Elephants, a social enterprise that develops groundbreaking digital tools to engage people with wildlife. He believes that engaging the public with nature and its conservation is the most important thing we can do for the long-term health of the planet and that we need to find modern mediums to tell stories and foster that engagement. Video games are the defining media of our time, so Internet of Elephants tells nature and wildlife stories through thoughtful combinations of mobile games, augmented reality, and data visualizations that use GPS and other data gathered about animals and the planet. In doing so, they hope to catalyze whole new approaches to engaging the public with wildlife. Gautam is both a National Geographic and TED Fellow.

Connect with Gautam Shah:  

Internet of Elephants: http://internetofelephants.com 

LinkedIn: https://www.linkedin.com/in/internetofelephants/ 

Instagram: https://www.instagram.com/ioelephants 

 

Join the community and discover what empathy can do for you: http://red-slice.com

PRE-SALE SPECIAL! Pre-order 1 to 99 copies of Maria’s new book, The Empathy Dilemma for your leaders, exec team, (or yourself?!) and GET 30%! https://bit.ly/TEDSpecialPresale Offer ends August 27, 2024!

 Connect with Maria: 

Get the podcast and book: TheEmpathyEdge.com

Learn more about Maria and her work: Red-Slice.com

Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross

Take my LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

Instagram: @redslicemaria

X: @redslice

Facebook: Red Slice

Threads: @redslicemaria

May Hot Take: Why is Self-Care Core to Empathetic Leadership?

Self-care is more than just manis, pedis, and massages. It is vital to helping leaders embrace empathy while also making tough business decisions, holding people accountable, and setting high-performance standards. It matters because depleted leaders are ineffective leaders.

 To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:

  • Empathy requires fertile soil to take root. If you’re stuck in self-preservation and not feeding your own soil, you won’t be able to meet others with curiosity and empathy.
  • Use pillar one, Self-Awareness, to start taking better care of yourself so you have a greater capacity to look outward. 
  • Check out more about the book at TheEmpathyDilemma.com. 

 “It can be tempting to shoulder additional burdens in the name of empathy, but, in the end, you are doing yourself and your team a disservice.”

—  Maria Ross

 

Episode References: 

 

Join the community and discover what empathy can do for you: http://red-slice.com

PRE-SALE SPECIAL! Pre-order 1 to 99 copies of Maria’s new book, The Empathy Dilemma for your leaders, exec team, (or yourself?!) and GET 30%! https://bit.ly/TEDSpecialPresale Offer ends August 27, 2024!

 

Connect with Maria: 

Get the podcast and book: TheEmpathyEdge.com

Learn more about Maria and her work: Red-Slice.com

Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross

Take my LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

Instagram: @redslicemaria

X: @redslice

Facebook: Red Slice

Threads: @redslicemaria

Diana Cutaia: How Psychological Safety Boosts Performance in Sports – and at Work

What do psychological safety, your team’s performance, and sports coaching have in common? Today, you’re going to find out how belonging helps you innovate and perform beyond even what you thought possible.

Today, Diana Cutaia defines what we mean by “peace” and that it is more than just the absence of violence. She also breaks down psychological safety and how both of these concepts are related. We talk about why psychological safety is such a buzzword, and why some organizations are merely ticking a box and do not truly understand how creating an environment of belonging unleashes potential. We discuss how a leader’s individual behavior is important, but how to go further and address the environment as a whole. Diana shares a few fascinating epiphanies some clients have had when finally understanding what belonging really means. How to create a culture of psychological safety,  and how it impacts performance and risk-taking. 

 To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:

  • Creating a better environment doesn’t happen accidentally. You have to remove the bad and intentionally replace it with something good. 
  • Move away from trying to make people “feel” like they belong. We just want people to belong. This is a shift in language we can begin to make today. 
  • Command and control leadership is not effective in every situation. If your goal is to help people develop new skills, you’ve got to find a way to reach people and create an environment in which they can learn.

 “Psychological safety is not just this idea of the absence of harm, but it is the repair of harm and then the repair of systems that perpetuated that harm.”

—  Diana Cutaia

Episode References: 

  • The Empathy Edge podcast on psychological safety:

About Diana Cutaia, President & Founder, Coaching Peace

Diana Cutaia founded Coaching Peace in 2012, but the work started for her 20 years earlier. Today her clients range from school districts to national organizations to global companies. The focus of Coaching Peace is to create positive and safe cultures that empower its members to lead with empathy and understanding.

Connect with Diana:  

Coaching Peace: https://coachingpeace.com 

LinkedIn: https://www.linkedin.com/in/dianacutaia/ 

Facebook: https://www.facebook.com/CoachingPeaceConsultingLlc/ 

Instagram: https://instagram.com/coachingpeacelive 

Join the community and discover what empathy can do for you: http://red-slice.com

PRE-SALE SPECIAL! Pre-order 1 to 99 copies of Maria’s new book, The Empathy Dilemma for your leaders, exec team, (or yourself?!) and GET 30%! https://bit.ly/TEDSpecialPresale Offer ends August 27, 2024!

 Connect with Maria: 

Get the podcast and book: TheEmpathyEdge.com

Learn more about Maria and her work: Red-Slice.com

Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross

Take my LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

Instagram: @redslicemaria

X: @redslice

Facebook: Red Slice

Threads: @redslicemaria

Andrea Butcher: Balancing Empathy, Accountability, and Vulnerability

The most popular question I get, by far, is how to balance empathy and accountability. often a false impression of empathy that makes us ask this question in the first place.

Today, I’m talking with Andrea Butcher, CEO of HRD, a Leadership Development Company. Andrea is a visionary—she knows how to lead organizations from big picture to execution. Today we talk about what emerging leaders are asking for in leadership development programs, which skills they want to strengthen, and what is vital to help all leaders in today’s landscape be successful. We discuss how the work of leadership is self-development, how empathy and accountability co-exist, and why clear communication is so vital because you can’t hold someone accountable to an expectation that was never set. She shares a lovely story about showing up as yourself, and another about how to respond to someone who has dropped the ball.

 To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:

  • Every leader should have a coach. Everyone can benefit from having a safe place to struggle through challenges. 
  • As humans, we connect through weakness and vulnerability. But it takes confidence to feel those emotions and show that vulnerability while still recognizing your worth. 
  • Asking for feedback from trusted employees and advisors is a great path forward in becoming a better leader. It will do a lot to build trust and reinforce the relationship too. 

 “You can’t hold someone accountable for an expectation that has not been set. So much of the time it’s the lack of clarity that’s getting in the way.”

—  Andrea Butcher

Episode References: 

  •  

About Andrea Butcher, CEO, HRD

Andrea is a visionary—she knows how to lead organizations from big picture to execution. She is a dynamic speaker, executive coach, and facilitator. As the CEO of HRD – A Leadership Development Company, she leads a national team of expert facilitators and coaches and drives the organization’s growth strategy. She also hosts a daily and weekly leadership podcast, Being [at Work] and is the author of The Power in the Pivot (Red Thread Publishing 2022) and HR Kit for Dummies (Wiley 2023). In 2020, she was recognized by the Indianapolis Women’s Journal as a Woman of Influence. 

Andrea’s work spans organizations of all sizes and industries all over the world; she has experience in global HR positions, consulting, operations, and executive roles for private and public organizations. 

Andrea is also the co-founder and President of Next Gen Talent, a program specifically designed to equip emerging HR leaders for success.

Connect with Andrea:  

Website: https://hrdleadership.com/ 

Being [at Work] and Daily Dose: https://hrdleadership.com/podcasts/ 

LinkedIn: https://www.linkedin.com/in/leaderdevelopmentcoach/ 

Facebook: https://www.facebook.com/andrea.w.moore.3 

Andrea’s speaking page: https://hrdleadership.com/andrea-butcher-speaker/ 

Join the community and discover what empathy can do for you: http://red-slice.com

 

PRE-SALE SPECIAL! Pre-order 1 to 99 copies of Maria’s new book, The Empathy Dilemma for your leaders, exec team, (or yourself?!) and GET 30%! https://bit.ly/TEDSpecialPresale Offer ends August 27, 2024!

 Connect with Maria: 

Get the podcast and book: TheEmpathyEdge.com

Learn more about Maria and her work: Red-Slice.com

Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross

Take my LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

Instagram: @redslicemaria

X: @redslice

Facebook: Red Slice

Threads: @redslicemaria

April Hot Take: Why Empathy Starts with Self-Awareness

The book is coming! September 10 is the day that The Empathy Dilemma: How Successful Leaders Balance Performance, People, and Personal Boundaries hits shelves to help leaders dedicated to people-centered practices to get the best performance possible and balance the demands of the business with the needs of their people.

I am so excited to share this with you! For the next 5 months, I’ll be devoting a Hot Take episode to one of the 5 core pillars of effective empathetic leaders, outlined in the book. See, I emphasize EFFECTIVE because it’s not just about being empathetic – you have to actually perform, deliver, and get results, too. You as a leader can and must balance empathy with accountability. And today we’re going to talk about the first pillar to accomplish that…Self-Awareness.

 To access the episode transcript, please click on the episode title at http://www.TheEmpathyEdge.com 

Key Takeaways:

  • Humility and empathy go hand in hand. You have to let your ego go and embrace your curiosity to learn and grow. 
  • Some ways you can become more self-aware include: requesting input from teammates and colleagues, leveraging self-assessment tools (such as the Enneagram, DISC, or Myers Briggs), and learning to listen deeply.
  • You can pre-order now through August 27, 2024, to get 30% off your copy of The Empathy Dilemma  for stories from leaders, and recommendations for tactics to try to put these strategies into practice and benefit from the results. 

 “Self-reflection is not woo-woo; it’s a smart strategy. You need to cultivate a deep and ever-evolving understanding of your people, as well as of yourself.”

—  Maria Ross

 Episode References: 

Join the community and discover what empathy can do for you: http://red-slice.com

Connect with Maria: 

Get the podcast and book: TheEmpathyEdge.com

Learn more about Maria and her work: Red-Slice.com

Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross

Take my LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

Instagram: @redslicemaria

X: @redslice

Facebook: Red Slice

Threads: @redslicemaria

Logan Mallory: How a Culture of Gratitude Boosts Engagement and Mental Health

US Surgeon General Vivek Murthy has called out an epidemic of loneliness and highlighted how workplaces are one way to help. How can people get their needs for connection and recognition met in appropriate ways at work? And how does this impact the overall performance of the organization?

I dug into these questions and more with Logan Mallory. Today, we talked about why he is so passionate about this work and how his empathy for his customers comes from being a customer himself at one time! We discussed why employers and employees are having so much conflict right now, what leaders can do to improve the employee experience, and simple ways to create an above-and-beyond culture. We talked about how your company can create a Gratitude Flywheel and got real about the short shelf life of “surface perks,” why a more consistent culture is required, especially in dispersed or hybrid environments, and why a workplace can help support community and connection to keep us mentally healthy.

 

To access the episode transcript, please click on the episode title at http://www.TheEmpathyEdge.com 

Key Takeaways:

  • Communication and transparency are two of the pillars to understanding one another’s perspectives. Without that clarity in understanding, there cannot be effective empathy.
  • People want to be recognized and they want to recognize their peers. According to a Motivosity survey, 75% of people said that their mental health would improve if they were recognized at work more often.
  • The higher you are in your organization, the less you know about what’s going with your teams and customers creating an iceberg of influence. This is the same for the good and the bad. Put systems in place to help bridge this gap. 
  • Good culture is different for everyone. What leadership in a company needs to do, with input from their team, they need to decide what those values are going to be. When you state who you want to be, that is empathetic for your employees and new recruits. 

 

“We have people that are burnt out, people that are disengaged, you have a mental health crisis in the US. And maybe one of the easiest things employers can do is empower their people to say Thank You more often.” —  Logan Mallory

Episode References: 

About Logan Mallory, VP Marketing, Motivosity

Logan Mallory is the Vice President of Marketing at the leading employee recognition software, Motivosity. Mallory is a public speaker, adjunct professor, and thought leader on culture and leadership in the workplace to achieve employee retention. Motivosity helps companies create winning cultures by focusing on gratitude and connection at work. Mallory’s wife, four kids and poodle are all his favorites.

Connect with Logan Mallory:

Motivosity: motivosity.com 

X: twitter.com/LoganMMallory 

LinkedIn: linkedin.com/in/loganmallory 

Facebook: facebook.com/profile.php?id=100009422255617 

Instagram: instagram.com/motivosity

Join the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy

 

Connect with Maria: 

Get the podcast and book: TheEmpathyEdge.com

Learn more about Maria and her work: Red-Slice.com

Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross

Take my LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

Instagram: @redslicemaria

X: @redslice

Facebook: Red Slice

Threads: @redslicemaria

Paul Rutter: Could you Live with Your Customers and Colleagues, 24/7?

Could YOU or YOUR company survive if you had to live and work with your customers and coworkers? Hearing every bit of praise, every complaint, and every…everything? That’s what life is like for the cruise industry, where crew and customers live together for weeks in the middle of the ocean. And it’s why my guest today, Paul Rutter,  helps land-based companies apply the lessons he’s learned from the cruise ship industry to create exceptional customer experiences.

Today, we talk about what he learned about both customer experience and culture from working in the cruise industry, and how to ensure your employees are supported so they can show up with the right attitude and deliver great customer care. We discuss what to look for in hiring, how to empower employees to solve problems right away, why gossip is a culture killer, the importance of top execs getting in the trenches, and the link between empathy, innovation, and risk-taking.  Paul even shares how to deal with extreme customer disappointments – like weddings canceled due to hurricanes – and how empathy helps turn those experiences into lifetime customer value, loyalty, and referrals.

 

To access the episode transcript, please click on the episode title at http://www.TheEmpathyEdge.com 

Key Takeaways:

  • Hire for attitude. Skills can be trained (and training is so, so important and should be done regularly), but without the right attitude having the right skills won’t matter. 
  • Learn about and celebrate the differences of those onboard your team. You need to take care of your employees and they will take care of your customers. You want your employees to be your raving brand ambassadors. 
  • If you’re in the C-Suite, take time to work how your lower-level employees work each day. It is important for the employees to see and for the executives to know what your employees are dealing with every day. 

 

“We have one goal on board a ship. That’s it. And it should be the goal of all of your listeners as well: Create such an exceptional experience that exceeds expectations that they will come back because they’ve had such a great experience.” —  Paul Rutter

About Paul Rutter, Chief Experience Officer:

After three decades as a global cruise director who lived with his team and clients, speaker, trainer, and author Paul Rutter knows that “perfect” is just a starting point. He knows that with today’s abundance of options for customers, every single experience they have is critical to running a successful business. Paul helps companies around the world set a standard for unmatched customer service.

Recognized by USA Today, ABC, NBC, MarketWatch, and FOX, Paul Rutter is a customer experience expert, speaker, bestselling author, and founder of the More Than Perfect service model.  Paul is the author of the bestseller You Can’t Make This Ship Up, a hilarious look at the lessons he’s learned at sea and now applies to land-based businesses.  He is also the creator of the strategic guide, Repeat Business Inc: The Business of Staying in Business.

Connect with Paul Rutter:

Smooth Sailing Communication, Inc: PaulRutterSpeaks.com 

LinkedIn: linkedin.com/in/parutter 

Instagram: Instagram.com/PaulRutterSpeaks 

Book: You Can’t Make This Ship Up; Business Strategies, Life Lessons and True Stories From 40 Years at Sea

Join the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy

 

Connect with Maria: 

Get the podcast and book: TheEmpathyEdge.com

Learn more about Maria and her work: Red-Slice.com

Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross

Take my LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

Instagram: @redslicemaria

X: @redslice

Facebook: Red Slice

Threads: @redslicemaria

Kat Kennan: How Trauma-Informed Marketing Offers a Radical Customer Experience

Marketing often relies on a lot of “tricks” to reach people in this noisy world. But we have an opportunity to be more intentional and responsible in our marketing  – and when we do, that leads to increased customer engagement, loyalty, and yes, profit.

Today, I talk with Kat Kennan about trauma-informed marketing and how we can rethink the way we promote our offerings. We talk about what trauma-informed marketing means, why brands need to pay attention, how to avoid cancel culture, and how to rethink old marketing models and get away from fear-based messaging. We discuss how trauma can show up for your customers, where you can take a pause and adapt, and some great tips on easy ways to start infusing more empathy into your marketing to boost your customer’s perception of your brand. 

 

To access the episode transcript, please click on the episode title at http://www.TheEmpathyEdge.com 

Key Takeaways:

  • Fear-based marketing techniques are going to continue to get diminishing returns. As businesses, we need to move beyond personas and really connect with our customers. 
  • Over 70% of people have experienced at least one major traumatic event in their lives. In thinking about the pandemic, we are now looking at 100%. 
  • Empathy is a bottom-line issue. 97% of customers say that empathy is important to their customer loyalty.
  •  You need to have a pretty nimble and agile group of decision-makers that can adapt and adjust campaigns on the fly based on real-time events.

 

“It’s encouraging marketers to just take a pause before they send something out to think about how it might feel or how it might read.” —  Kat Kennan

 

Episode References: 

Brand Story Breakthrough course to help you craft a clear, compelling brand story  – includes weekly office hours with Maria!

About Kat Kennan:

Kat Kennan is the Founder and CEO of Radical Customer Experience, a groundbreaking consulting firm that encourages brands to establish genuine connections with their customers by embracing strengths-based, trauma-informed, and inclusive marketing services. With a passion for empowering individuals and driving positive change, her mission is to help brands speak up, speak out, and foster diversity, equity, inclusion, and belonging in their customer interactions. As a certified trauma-informed professional, Kat brings a crucial perspective to her work, infusing every aspect of her business ventures with a deep understanding of the human experience.

Kat’s unwavering commitment to creating a more inclusive and empathic world have earned her recognition and respect within the marketing and trauma-informed community. She is leading the charge in revolutionizing the way businesses interact with their customers, leaving a profound impact on the industry and society as a whole.

Connect with Kat:

Radical Customer Experience: radicalcustomerexperience.com 

LinkedIn: linkedin.com/in/katkennan 

Facebook: facebook.com/rcxconsulting 

Instagram: instagram.com/katkennan 

Join the tribe, download your free guide! Discover what empathy can do for you: red-slice.com/business-benefits-empathy

 

Connect with Maria: 

Get the podcast and book: TheEmpathyEdge.com

Learn more about Maria and her work: Red-Slice.com

Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross

Take my LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

Instagram: @redslicemaria

X: @redslice

Facebook: Red Slice

Threads: @redslicemaria