Noticed my own reaction to a demonstration of management software… A great tool, but without a strong people dimension hand-in-hand, it seemed a flat experience, crying out for a personal story to be told. How many of us focus our attention on the more familiar numerical, objective aspect and leave the intangible but vital human part to one side, because we feel ill-equipped to handle it? The result risks being a cold, lifeless experience. And yet, that’s what we’re often trained to do.
Companies and individuals that can play both tunes – objective and subjective, tangible and intangible, task and relationship – stand to gain a deeper connection with their customers, and a great advantage.