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@Ron - I once met a leader who said that people did not earn her trust. She gave it implicitly. It was theirs to lose. I like empathy as well.

@Simon - I think "yes" is a good word and so is "can".

@Bill - I like the idea of providing something worth talking about. Taking action of the positive kind.

Very thought provoking. I have two thoughts:

1. We CAN empower customers through the customer experience we deliver. We give customers the power (ammunition?) to speak good or ill of us by how we deliver (or miss) on the customer experience.

2. With that said, maybe the word "empower" does tend to exalt ourselves to more of a "SIMS-like" status. Maybe it's more in tune with "harmonize" (to flower power-ish??) or "align."

Boy, that is a great question.

Interesting thought. In the written form, it would be words conveying how "we" can "succeed".

But in a face to face or verbal context, perhaps it is not the words themselves but how we say them, and how we present ourselves. How words are only one facet of conversation harks back to those studies saying 60-90% of a presentation's impact comes from non verbal cues

Best
Simon

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