Having a profitable business doesn’t mean squeezing the lemon for every last bitter drop. It isn’t all or nothing. You can be profitable and generous. Profitable and fair. Profitable and kind. These aren’t opposite ends of some moral spectrum. Quite the contrary.
Digital touchpoints are oxymorons. They close down human-to-human interactions between the organization and the customer. The only things being touched are screens. So, in an age when the customer has never been more powerful, cynical and impatient, we have never had less opportunities to develop empathy for and understanding of our customers.