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Wired to Care: How Companies Prosper When They Create Widespread Empathy Hardcover – January 19, 2009
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Top Customer Reviews
I'm on the hunt for the 10 best books for each of the 20 buckets (critical competencies) that help all of us with leadership and management issues. Dev Patnaik's book is a gem and immediately landed a spot on my Top-10 books for the Customer Bucket. (See my book, Mastering The Management Buckets: 20 Critical Competencies for Leading Your Business or Non-profit.) I'll tempt you with three stories on how "widespread empathy" (what's going on in other people's lives) will help you stay close to the customer.
STORY #1: Eisner's Tiger Encounter. When Joe Rohde, a Disney Imagineer, wanted to convince Michael Eisner to open a safari-like experience for guests, he needed a way to get past the mantra "Disney doesn't do zoos." After making the pitch to CEO Eisner (still unimpressed), Rohde opened the doors of the executive suite to let in a 400-pound Bengal tiger. After experiencing this immense beast (bigger than his desk) up close, Eisner responded simply, "I see your point." Disney's Animal Kingdom was born.
STORY #2: Eat More Jell-O. Author Dev Patnaik, founder and principal of Jump Associates, a growth strategy firm, was invited to meet with the senior leadership of Jell-O about their declining sales. "For several hours, we sat through presentation after presentation of depressing quantitative research that described the situation. At some point, I had to raise my hand. I looked around the room and asked if anyone there had eaten any Jell-O in the past six months. No one raised a hand. Interesting, I said.Read more ›
---IF you read and interpret analytical reports for your company you ABSOLUTELY need this book.--- It tells you how the numbers can lead you down the garden path to cluelessness.
Reading it opened my eyes to why some institutions work and others just don't. I've always looked at my business as solving problems for people and wondered why so few companies do this. This book explains it. Most organizations have simply lost sight that there is a human out there trying to use their product.
The book gives dozens of case studies on how intelligent, well meaning people get 'bubble disease' (my term) and lose track of the people and the world around them. Now when I see this in people or in institutions, I have a better understanding of how they got that way. And more importantly, how to make sure I never do.
For example, although the author was notably apolitical in the book, it explains why so many politicians are so clueless... They have no idea how real people have to live with the stupid nonsensical laws they create. They are in their isolated world and how no idea how to run a small business or do anything except collect a government paycheck. (we all know this of course but the book really removes all doubt) It also explains how some climate scientists have been quoted as saying the Sun can not change our climate. These poor folks are so mired in academia and detached from the real world, they think their spreadsheets are more important than the Sun!Read more ›
What is especially intriguing about this book is the way the information is presented. Mostly stories are told about famous companies and how they reached a place of ultimate success. You will learn about Nike, IBM, Mercedes, Pixar, Target, Netflix, Harley-Davidson, Spalding, Smith and Hawken, Microsoft, Kodak and OXO. The story about OXO Good Grips was especially interesting to me as I love to cook and have several of the items they sell. I especially love the lemon zester and peeler.
Some of the stories in this book also explain how some companies don't get it. There are mistakes being made that could be corrected with the right philosophy.
Dev Patnaik drives home the point that you should see the world the way your customers do. Therefore you can serve them better and keep them loyal. This book makes you say: "Yay, finally someone is saying what needs to be said."
I felt the writing style in this book was very fluid and easy to comprehend and process. You will learn so many valuable things about life. It helps you understand how life really works. I enjoyed reading the sections on reciprocal altruism and open book management.
Wired to Care is a book business owners everywhere should be reading and applying to real-life situations. This book teaches business leaders how to show empathy and really listen to their customers.
Highly Recommended! 100 Stars. I live to find books this good!!!
~The Rebecca Review
Most Recent Customer Reviews
Great book about emphaty. Good for design researchers, consumer insights, and understand things from a different point of viewPublished 14 months ago by Eduardo
A mix of psychology, action items and interesting ideas for how you could transform your organization into an open empathy organization through real-life examples from big-name... Read morePublished 15 months ago by Alyssa Runner
Outstanding! Simply and profoundly written. Much to draw from.Published 18 months ago by Dana Green
Empathy is the core skill a UX professional needs to succeed. It’s also a core skill humans need to excel personally. Read morePublished 21 months ago by Bibliophile
Cool basic concept. A collection of examples and then too much of the same. I guess the book could be half as long and still deliver. Read morePublished on May 22, 2014 by Juan Castro
My company has started the process to create more empathy within the workforce. This wonderful book is full of examples and ideas that we can all learn from. Read morePublished on September 12, 2013 by Amazon Customer
We fill better when we fill ourself as a part of some cool group or organization. We want to be proud of being family member or worker in great company. Read morePublished on November 15, 2012 by Fedor Rusak