The Power of Human Connection: Lessons I Learned from Reese Witherspoon
Over the weekend, I had the great honour and privilege to present my keynote, titled ‘Customer Experience, People Power’ at the Australian Real Estate Conference (AREC) on the sunny Gold Coast. It was truly an event to remember!
One of the opportunities I always embrace as a keynote speaker is to stay for the entire conference day, regardless of what time I am speaking. This allows me not only to immerse myself in the wealth of knowledge shared by other exceptional speakers, but most importantly to identify themes and connections, resulting in a much richer learning experience for all delegates.
It was an awe-inspiring moment during the conference listening to Reese Witherspoon. A renowned actor known for her iconic roles in films like "Legally Blonde," "Sweet Home Alabama," and "Walk the Line," she also has a reputation for her remarkable business acumen. Reese is the brilliant mind behind 'Hello Sunshine,' a highly successful company that produces several female-led literary adaptations.
What struck me during Reese's captivating speech was her emphasis on caring, empathy, kindness, and compassion. She shared heartfelt stories about her genuine concern for the people working in her company and for her audiences. Reese goes the extra mile to get to know everyone at every level, demonstrating simple acts of kindness and thoughtfulness. From writing handwritten notes to sending cards or flowers, she focuses on the little things that make a significant impact. She believes in remembering people's names, asking about what is important to them, and treating everyone as equals, regardless of their role.
In our increasingly high-tech world, Reese advocates that well as embracing and leveraging technology, building high-touch relationships and personal connections, ensuring that the human touch remains a priority.
Furthermore, Reese emphasised the immense value of empathy and understanding in connecting with her audience. She discussed the importance of identifying their biggest pain points, understanding what keeps them up at night, and consistently asking the question: "How do you want the other person to feel?" By conducting thorough research and understanding her audiences deeply, Reese recognised early on that streaming services were being utilised more than box office movies, which guided her in creating television content that truly resonates with her audience.
Maya Angelou once wisely said, "People will forget what you said, people will forget what you did, but they will never forget how you made them feel." This powerful quote perfectly captures the essence of Reese Witherspoon's business philosophy.
In the realm of customer experience and in any relationship, Reese also highlighted the importance of reliability. Her number one mantra in business is simple yet profound: "Do what you say you will do." This commitment to keeping promises is crucial in building trust within any business relationship or with any customer. How many issues, difficult conversations or complaints arise because of not keeping a promise or keeping the customer informed and updated?
Inspiration for service leadership and customer service is everywhere. On Sunday, I found it in a stadium filled with over 4,200 individuals, all captivated by the lessons shared by Reese Witherspoon. It was undeniably a "pinch me" moment that will forever hold a special place in my heart.
The power of customer experience, empathy and kindness knows no bounds. Let us strive to create impactful connections, leave lasting impressions, and make a difference in the lives of others.
Wishing you a wonderful week ahead filled with remarkable experiences and heartfelt connections!
