wired to care: applied empathy to values based business - dev patnaik, jump associates

©2009 Jump Associates LLC

Wired to Care:

How Companies Prosper When They Create Widespread Empathy

Dev Patnaik, Jump Associates LLC.


Facing a new threat


Launched in Fall 2000Number 1 selling console of all time

Facing a new threat


Kicking Ass


Launched in Fall 200124 million units sold worldwide

First successful U.S. console since 1983


Launched in Fall 200160 million iPods sold by 2006


Launched in Fall 20062 million Zunes sold in first 18 months

>84 million iPods sold in 2006 - 2007


“The biggest challenge with Zune was trying to figure out who we were building it for… With Xbox, we knew those guys. Hell, we were those guys.”


It’s About Growth.


Sustainable Growth


How do you create an enduring source of growth and innovation that a company can rely on time and again?


[ empathy ] [ creativity ] [ execution ]


[ empathy ]

the ability to step outside of yourself and see the world as other people do.


Widespread Empathy


People are trying to resolveunderlying needs in conflict.

Jump Associates Confidential - For Harley-Davidson Internal Use Only


Companies with Widespread Empathy

Blur the line between inside and outside.

Think like the people who are their customers.

Surround themselves with information about the outside world.

Are often not that great at research.

Not necessarily very touchy-feely.


IBM


Empath-O-Meter

High Empathy

Commerce Bank

Harley-Davidson

IBM

Microsoft Xbox

Netflix

Nike

Patagonia

Virgin

Striving

BP

Clorox

Hewlett-Packard

Intel

Procter & Gamble

Sony

Steelcase

Target

Low Empathy

Citibank

Delta Air Lines

Kraft

New Balance

Samsung

Schick

Sears/Kmart

Unilever


Empathy gets reflected in the language we use.“Instrument Panel”


Empathy gets reflected in the language we use.“Filled Bar with Inclusions”


Empathy gets reflected in the language we use.“Billy Bob in Peoria”


Every one of us isbut companies need to work at it.


“It’s not personal. It’s just business.”


Widespread Empathy


the intuition to feel a vibe before you see it

the gut sense to know you’re right

the passion to take a leap on something new

the courage to stick with something shaky

the clarity to make better decisions faster[ empathy ]


The Real Payoff


www.wiredtocare.com

wired to care: applied empathy to values based business - dev patnaik, jump associates

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