Wired to Care: How Companies Prosper When They Create Widespread EmpathyPearson Education India, 2009 - 5 pages Executives often know little about the people who buy their companies' products and services. This is not surprising. To study people, you must care about them. However, most companies eliminate empathy from their operations. In essence, they proceed as if they have calculating, survival-bent reptile brains. Profits drive everything. This is an odd disconnect because corporate livelihoods depend on people - not lizards - and people's brains are hardwired to be empathetic. Dev Patnaik (writing with Peter Mortensen) shows why firms that connect empathetically with their customers do better financially. He insists today's cold-hearted, bottom-line business world has room for caring companies, and he points to IBM, Nike and Harley-Davidson as examples. The fact that empathy is also a strong business strategy is icing on the cake. getAbstract suggests this fine book to CEOs, marketing officers and other executives who want to build their business by acting on their respect for their customers. As Patnaik explains on his blog, "Empathy isn't about having a visionary leader. It's about making customer information an easy, everyday and experiential part of working at your company." |
Contents
Introduction | 3 |
The Map Is Not the Territory | 19 |
The Way Things Used to Be | 42 |
The Power of Affinity | 67 |
Walking in Someone Elses Shoes | 85 |
Empathy That Lasts | 105 |
Open All the Windows | 124 |
Reframe How You See the World | 143 |
Other editions - View all
Common terms and phrases
American asked athletic Avedis become Betsey better Carville Cisco Clorox company's create customers cymbals decisions develop drummers empathic connection employees ethical executives experience facility managers farmers feel folks French Laundry friends Gandhi Gerstner going Golden Rule growth Harley Harley-Davidson IBM's idea impact industry interview intuition It's the economy kitchen knew Kodak Lawrence Taylor leaders limbic system lives look Lou Gerstner Microsoft Mike mirror neurons motorcycles needed neocortex Netflix Nike Nina Open Empathy Organizations open-book management opportunities options Pattie Play-Doh PlayStation problem producers and consumers Ratatouille reframe riders Robusta running shoe Seamus sell sense serve share someone spend started Steelcase story success talked Target Theismann things tion turn understand walk wanted what's wheelchair widespread empathy Wired Xbox Zildjian Zune