John Southard

John Southard is a military historian with over a decade of research on customer engagement strategies. In this conversation, he reveals how military principles can transform customer relations. Southard emphasizes the dangers of seeing customers as adversaries and the loss of revenue due to a lack of empathy. He discusses hiring practices that impact retention, the importance of community-building, and the need for open dialogue to understand customer needs deeply. He offers a practical empathy framework for businesses to enhance engagement and build lasting relationships.