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The Empathy Edge: Harnessing the Value of Compassion as an Engine for Success Paperback – October 22, 2019
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--Chip Conley, hospitality entrepreneur and New York Times-bestselling author
"In today's crowded and noisy marketplace, humanity wins. Maria Ross'scompelling new book shows--through research, case studies, and practical advice--how compassion and cultivating an empathetic mindset can helpleaders and brands stand out."
--Dorie Clark, author of Stand Out and Reinventing You and adjunct professor at Duke University's Fuqua School of Business
"Today, the products and services of Company A and Company B are oftenengineered and optimized until they are indistinguishable. But onedifferentiator remains: empathy. This is a wise, passionate, motivatingbook that's a must-read for every manager and executive."
--Jay Baer, founder of Convince & Convert and co-author of Talk Triggers
"Maria Ross's insightful book couldn't have come at a better time. She showswhy empathy is an intangible good that customers will happily pay for.The Empathy Edge is a wave worth riding."
--Marty Neumeier author of The Brand Gap
"Today, when top talent seeks not just a paycheck, but purpose and fulfillmentat work, Maria Ross shows us that empathy is the foundation of thrivingcareers and cultures. Those organizations that figure it out will be the ones that succeed in the new economy, and those that don't will beincreasingly irrelevant--losing talent, productivity, and market demand. This book goes beyond theory to lay out specific actions leaders cantake to build the brands and cultures of the future."
--Aaron Hurst cofounder and CEO of Imperative and bestselling author of The Purpose Economy
"Maria Ross brings practical, compelling insights to one of the key attributes we must all build and grow if we hope to thrive on this planet:empathy. Empathy is one of those roots that will ground your success inall aspects of your life. The ability to understand others' perspectives gives us a design edge for our business, an understanding ofdifferences that creates more powerful relationships, and a happinessfactor that is priceless. Read this book if you want to level up in allparts of your life."
--Vicki Saunders founder of SheEO and #radicalgenerosity
"Relationships are critical to success and your greatest asset. To enable productiverelationships with colleagues, subordinates, and customers, individualsmust approach those connections with empathy and compassion. This bookbrings theory and action together in one powerful resource to helporganizations create a connected culture and prioritize people to fuelsuccess. Empathy is a concept that needs to be embraced in theworkplace--and Maria Ross shows us exactly how to do it."
--Michelle Tillis Lederman author of The Connector's Advantage and The 11 Laws of Likability
"Maria Ross shares hard-won lessons about the power of empathy from herexperiences in the healthcare system and her years as a brand strategist to some of the top brands in the world to empower leaders andbusinesses of all kinds to treat their stakeholders with the compassionand care required to build customers for life. She provides practicalsteps for any organization to shift their cultural mindset in ways thatwill not only increase their productivity, retention, and financialsuccess, but also improve their personal interactions. This book isexactly what we need right now to ensure our world is a lot more livable for all of us."
--Denise Brosseau CEO of Thought Leadership Lab and bestselling author of Ready to Be a Thought Leader?
About the Author
Maria started her career as a management consultant with Accenture and went on to build marketing and brand strategies for multiple companies, including Discovery Communications, Monster.com, BusinessObjects (now SAP), and many other startups and technology leaders, before starting her own business. As a brand strategist, she has worked with brands such as Microsoft, Dropbox, Alteryx, and GSK, as well as many smaller leaders in niche industries. Maria has been featured in and written for numerous media outlets, including MSNBC, Entrepreneur magazine, Huffington Post, and Forbes.com.
Maria understands the power of empathy at both a brand and personal level: in 2008, six months after launching her business, she suffered a ruptured brain aneurysm that almost killed her. Her humorous and heartfelt memoir about surviving this health crisis, Rebooting My Brain, has received worldwide praise. Maria lives with her husband, young son, and precocious black lab mutt in the San Francisco Bay Area.
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Maria Ross makes a cogent case for empathy as a strategic and competitive advantage in business. She provides case studies of businesses that have used true empathy to elevate their perception in the marketplace--and their bottom lines.
It only makes sense. Ask yourself, as consumer: Given a choice between a handful of businesses offering roughly the same product or service, at roughly the same cost, what is your choice criteria? The one that treats you well?
Ross continues with specific examples of ways to inject authentic empathy into your policies, practices, and ways to create a culture of empathy. The key here is authenticity; empathy is not a badge you can slap on and think that people will buy it. Part of respecting your customer is appreciating that they are smarter than that.
Great book with lots of real-life, applicable solutions to implement...for those willing to take the plunge.
This book goes into a lot of detail identifying examples of problems / pitfalls people and companies can fall into and how to build better habits so you can get out and stay out of the hole. Empathy has so many applications in every industry -- particularly those that deal with customers, patients, or clients that are vulnerable. It's also a quick read at 200 pages.