We’re excited to introduce you to the always interesting and insightful Diana Yanez-Pastor. We hope you’ll enjoy our conversation with Diana below.
Diana, so great to have you sharing your thoughts and wisdom with our readers and so let’s jump right into one of our favorite topics – empathy. We think a lack of empathy is at the heart of so many issues the world is struggling with and so our hope is to contribute to an environment that fosters the development of empathy. Along those lines, we’d love to hear your thoughts around where your empathy comes from?
The foundation of my empathy stems from both personal loss and professional growth. I believe empathy is an innate quality we all possess, but its impact depends on how we nurture and apply it, shaped by our character, compassion, and life experiences.
Early in my career, I discovered my passion for connecting with customers—understanding their motivations, challenges, and successes. Building relationships based on trust, collaboration, and empathy became central to my work as a manager, leader, and advocate.
The COVID-19 pandemic deepened my empathy further. With everyone working from home and facing uncertainty, I prioritized checking in with colleagues and customers, often blending business with personal conversations. These moments reinforced my belief that empathy is about connection, care, and compassion.
On a personal level, my husband’s diagnosis with a terminal brain disorder, MSA, in 2010 profoundly shaped my empathy. As a caregiver, mother, and breadwinner, I navigated the toll of an incurable disease with my family unit, ultimately losing him after a five-year battle. This experience taught my children and me the power of empathy in sustaining our daily lives.
Guided by the 5 Cs of empathy—competence, confidence, connection, caring, and character—and with the support of mentors and managers, I have grown a rewarding career in customer advocacy and loyalty. At 59, I’ve taken the leap to launch my own freelance business, embracing this next chapter with empathy at the heart of everything I do.
Great, so let’s take a few minutes and cover your story. What should folks know about you and what you do?
As a Customer Advocacy & Loyalty leader, I specialize in designing and executing strategic programs that drive measurable results. Whether launching new initiatives, driving success, or enhancing team goals, I partner with organizations to build lasting customer relationships, foster loyalty, and align exceptional experiences with business objectives.
With expertise in industry best practices, I help accelerate the sales cycle through authentic connections and craft impactful loyalty programs that deliver meaningful value. I’m passionate about spotlighting customer innovation through powerful storytelling, helping them grow their personal and professional brands while strengthening their connection to the organization.
I thrive on building authentic relationships—many of my closest friendships today began with customers early in my career. Bringing my authentic self to work, I’m driven by collaboration, celebrating hard work, and amplifying success. I believe in meaningful connections, lasting relationships, and enjoying the journey along the way.
Even on challenging days, I seek positivity, embrace new ideas, and show up as my best self— ready to learn, grow, and make a difference.
https://ypmarketingllc.com/
If you had to pick three qualities that are most important to develop, which three would you say matter most?
Three qualities that have impacted my journey
1. Determination has always been a driving force for me. When I commit to something—personally or professionally—I dive in fully, eager to read, learn, and experience it. While I focus on the end goal, I also value the journey, as it’s where growth happens. For example, I returned to college to finish my bachelor’s degree while my kids were in high school. Waiting until later wasn’t an option—I needed to do it then, for myself.
2. Teaching what you’ve learned. I’ve been fortunate to have incredible mentors and managers who invested in my growth, coached me, and celebrated my successes. I strive to pay it forward by teaching, supporting others, encouraging growth, and promoting their innovations. Whether managing teams or collaborating with groups, I prioritize creating opportunities for others to step up to learn, shine, and feel valued.
3. Speaking up and being heard. Change is inevitable, and learning to speak up has been crucial in my career. Sharing ideas, pushing through roadblocks, and advocating for new ways of thinking are skills I’ve honed over time. Early in my career, I hesitated to overstep, but I’ve since learned that great things happen when everyone has a voice. I encourage others to share ideas, push boundaries, and claim their seat at the table.
Advice to share with others. As my children embark on their careers, I have encouraged them to embrace these qualities above. In addition, listen, ask questions, share ideas, and let others do the same. The journey is as valuable as the destination—take control of it and enjoy the ride.
Any advice for folks feeling overwhelmed?
Feeling overwhelmed often accompanies change. The first year of anything new—whether launching a business, starting a job, or making a life change is often hard. I remind myself that the journey is just as important as getting there, and growth happens along the way. Here is what has worked for me.
I focus on maintaining a level-headed mindset and a positive outlook that this too will pass. This doesn’t mean I avoid challenges as I will push myself out of my comfort zone, which has helped me grow and try new things. Leaning on the support of my network and talking through my feelings with others is invaluable to me. They offer different perspectives, advice, and reassurance, helping to bring me clarity. When traditional methods don’t work, I look for new ideas that often come from conversations with mentors, friends, and peers who’ve navigated similar experiences.
There have been times in my life when fear of the unknown strikes, I turn to knowledge. Learning more about the situation at hand removes uncertainty and empowers me to be calm. Over the past six years, I’ve evolved significantly. Leaving a company after 19 years and five roles in 2017 was a major leap. Since then, I’ve applied my skills and experience across three companies, and most recently, I launched my freelance business. Starting from scratch has been harder than I imagined, from creating my offerings to relentless networking. However, by applying the strategies above, I’ve learned to manage the overwhelming feeling and stay focused on the goal of growing my business.
My advice and strategies, when overwhelmed don’t isolate yourself. Seek support, stay positive, explore, and embrace the process—it’s all part of the growth journey.
Contact Info:
- Website: https://ypmarketingllc.com/
- Linkedin: https://www.linkedin.com/in/diana-yanez-pastor-yp-marketing-llc-ab7844106/
Image Credits
Diana Yanez-Pastor
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