Negotiate Anything Why Past Success Makes You Blind
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Jan 2, 2026 In this discussion, Sarah Ahern, a data strategist at PATH, shares her insights on using people-centered data to drive decision-making in supply chains. She emphasizes the importance of understanding perception gaps between customers and employees. The conversation highlights how to manage resistance to change through effective data storytelling, the risks of relying solely on gut feelings in leadership, and the need for mindfulness in negotiations. Sarah also recounts a case where data influenced a major product decision, demonstrating the power of strategic insights.
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Perception Equals Operational Reality
- Perception often equals reality for customers and employees, so measuring perceptions matters as much as measuring facts.
- Sarah Ahern says organizations must manage perception gaps to improve experiences and outcomes.
Customer Calls Reveal Perception Gaps
- PATH makes thousands of calls annually and often hears customer complaints the internal team denies happened.
- Sarah Ahern uses these cases to show perception gaps between customers and employees that need managing.
Involve Stakeholders Early
- Involve cross-functional teams when designing research so people feel ownership of results and accept findings.
- Sarah Ahern recommends aligning stakeholders on questions so results land as a shared tool for improvement.
