David Newton-Dines

Managing Director, DJ Squared Limited
Wetherby, United Kingdom

About David

Areas of Expertise

Empathy, Emotional Intelligence, Customer Experience, Customer Experience Measurement, insight

I'm passionate about

My unique measurement system the Customer Experience Measurement Engine (CEME) that measures how emphatically companies, institutions and individuals treat people.

Talk to me about

Changing your fortunes by finally measuring what is really important...

Favorite talks

Comments & conversations

Noface
David Newton-Dines
Posted about 2 years ago
What's your million-dollar idea to change the world?
Lizanne. If I told you that you'd know as much as I do! ;-) Suffice to say, it is actually a very simple system with clear unambiguous questions. For this application is has to be unambiguous, simple to understand and speedy to execute otherwise you'd not get people's buy in and participation.
Noface
David Newton-Dines
Posted about 2 years ago
What's your million-dollar idea to change the world?
Something I have already designed. The ability to score any business, entity or institution, based on how empathetical they treat you as a customer. Free scoring software for mobile devices and results uploaded to a dedicated website so when you are out shopping for that new sofa you look at the website and, using your location, the site serves you the most empathetic sofa shop... The impact on both businesses and society would be?
Noface
David Newton-Dines
Posted about 2 years ago
Rate educators based on their empathy alone.
Kate. Your response disappoints but does not surprise me. My apologies for assuming you might read the posts of others and so take from my answers to them that which applies to the post above. With the constraints of posting here on TED I will answer each point for YOU alone. Love is I agree not empathy. However love cannot exist without it. To moderate teaching methods requires an understanding of where there are and need to be in relation to the person in receipt of them. At the core of empathy is understanding so whether you believe it or not, you are displaying empathy. You incorrectly associate empathy with what you call tantrums or desire to follow their own plan. As already agreed elsewhere here, being empathetic is about understanding what the child needs not necessarily what they want. So, a kind of being cruel to be kind is empathetic. What and how am I measuring? That's my USP and as such I'm not about to tell the TED world all about it just yet ;-) What I can tell you though, is that it takes very little introduction and works consistently across ages, socio economic grouping and ALL of the cultures yet tested upon. The simple answer to that is 'all of the above'. Of course they change over time so why should the doctors performance be reviewed down the line. For me its the same as the financial sector. These guys get huge bonuses and yet 5 years later are the root cause of chaos so it is vital all aspects of their performance is scored. Keeping it simple here, empathy has three general elements, feeling, understanding & doing. Everything you describe fits into one of those categories. If I may, what you and everyone else here has done, and its my fault, is assume that 'empathy' is effectively represented by a single question. That is NOT the case as I've now hopefully demonstrated.
Noface
David Newton-Dines
Posted about 2 years ago
Rate educators based on their empathy alone.
YES... Sir you have just made my day! The only person who decides whether you do a good job or not is your customer. No one else matters. The fact that companies continue to fail (over 50 years since the first customer service team) in the eyes of their customers is exactly why they need to change to the empathy model. How many times have you been convinced when the rep tries to fabricate empathy? Very very few can act that well! In CS its exactly the same as your educational standpoint believe me.