Wired to Care How Companies Prosper When They Create Widespread Empathy

by Patnaik, Dev

• ISBN13: 9780137142347
• ISBN10: 013714234X
• Edition: 1st
• Format: Hardcover
• Copyright: 2009-01-09
• Publisher: FT Press

Summary

Leverage true connections as an engine for growth and change!- Create more actionable understanding of your customers as real human beings, and create high-profit innovations in both current and new markets.- Reveals secrets of winning 'Open Empathy' companies that truly walk in their customers' shoes.- Patnaik has helped the companies in this book leverage empathy for growth, including American Girl, Harley Davidson, Microsoft, and Target. Empathy isn't about being touchy-feely. It's the ability to step outside of yourself and see the world as other people do. Empathy helps to make good leaders into great ones: they see new opportunities faster than their competitors, have the courage to take a risk on something new, and have the gut-level intuition that they need to make the right decisions when the path ahead is unclear. Fostering empathy in an entire organization, however, is much harder. The thousands of people that make up a large company inevitably accumulate implicit experiences, feelings, and insights about people that affect the way that each of them makes decisions. But that does not, however, create an organization that has a collective, widespread sense of empathy. This book explains how companies can challenge themselves to meet their customers more than halfway. The author's original approach walks helps readers shift their thinking and their companies' thinking beyond the borders of the organization. The author begins by having the reader explore their own mental models and maps; explores how size and distance have disconnected companies from their true customers; shows how we are wired to care in our brains; and provides a way for companies to drive growth by understanding this truth about their customers: We are them, and they are us.

Author Biography

DEV PATNAIK is a founder and principal of Jump Associates, a growth strategy firm. He is an advisor to some of the world’s most admired companies, including Hewlett-Packard, Target, Nike, and GE. Dev is an adjunct faculty member at Stanford University, where he teaches research methods to design and business school students. He lives in the San Francisco Bay Area.

 

PETER MORTENSEN is the communications lead at Jump Associates and a blog contributor for Wired.

 

Table of Contents

The Case for Empathy
Introduction	p. 3
The Map is Not the Territory	p. 19
The Way Things Used to Be	p. 42
Creating Widespread Empathy
The Power of Affinity	p. 67
Walking in Someone Else's Shoes	p. 85
Empathy That Lasts	p. 105
Open All the Windows	p. 124
The Results of Empathy
Reframe How You See the World	p. 143
We Are Them and They Are Us	p. 165
The Golden Rule	p. 180
The Hidden Payoff	p. 200
Acknowledgments	p. 217
Endnotes	p. 223
Index	p. 237
About the Authors 251
Table of Contents provided by Publisher. All Rights Reserved.

Excerpts

Wired to Care: How Companies Prosper When They Create Widespread Empathy PRAISE FOR Wired to Care"Wired to Care describes how to recover the basic human abilities of empathy that may be buried by your day-to-day business routines. Dev Patnaik shows how you can create a more empathicand much more successfulbusiness." CHIP HEATH , author of Made to Stick"Wired to Care will convince you that businesses succeed with their hearts as much as their heads. Dev Patnaik has given us just what we need for the lean years ahead." MALCOLM GLADWELL , author of Outliers, Blink, and The Tipping Point"Dev Patnaik's Wired to Care maps a path to innovation fueled by 'seeing the world with new eyes.' On numerous occasions, Dev and his colleagues at Jump helped us break through to those most critical insights." BETH COMSTOCK , Chief Marketing Officer, GE"Wired to Care offers a roadmap to success paved with empathy. The bottom line is better profits, better products, and happier employees. There is a better day for business (thankfully) when companies are wired to care." ROBYN WATERS , former VP of Trend, Target Stores and author of The Hummer and the Mini Copyright Pearson Education. All rights reserved.