Saying The Right Thing The Wrong Way
Published in
2 min readJul 11, 2018
In Customer Success and Experience, our north star is the customer and in particular, their context.
Context is the ‘element’ that makes empathy possible and actionable. It’s about asking — What’s going on with this person? or the more common: Where is this person coming from? These are questions designed to help us think from across the table.
