The Return on Empathy (ROE)
-
Upload
sean-hazell -
Category
Business
-
view
127 -
download
0
description
Transcript of The Return on Empathy (ROE)
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
The Return on Empathy!
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Empathy/ the ability to understand and share the feelings of another
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
THE RETURN ON EMPATHY!
Why now? Principles of Organizational Empathy 3 Success Stories
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
why now?!
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
We are more socially connected than ever
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Yet we are more emotionally disconnected
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
The consumer landscape has changed
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
From few controlling channels to endless choice
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
More information, content & clutter than ever
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Endless choice of products, lots of the same
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
The “pretty good problem” has emerged
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
It’s very hard to get noticed
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
unless we screw up
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
As our culture faces a crisis of empathy
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Business faces the same challenge
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Acting without empathy is increasingly dangerous
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Acting with empathy is increasingly advantageous
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Smart advertisers are on it
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
But talk is not enough
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Real empathy moves storytelling to story-doing
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Embedding empathy in business
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
…to manage risk
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
…to build relationships
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
…and to inspire innovation
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
So how do we do it?
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
PRINCIPLES OF ORGANIZATIONAL EMPATHY!
01 Listening & Implicit observation 02 Relatable experience 03 Empowered people 04 Emotionally intelligent communication 05 Affective solutions
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
01 Listening & Implicit observation 02 Relatable experience 03 Empowered people 04 Emotionally intelligent communication 05 Affective solutions
PRINCIPLES OF ORGANIZATIONAL EMPATHY!
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Evolve the suggestion box
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Dig for real-time feedback
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Watch people (permission to be creepy) Identify opportunities to flip the screen.
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
PRINCIPLES OF ORGANIZATIONAL EMPATHY!
01 Listening & Implicit observation 02 Relatable experience 03 Empowered people 04 Emotionally intelligent communication 05 Affective solutions
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Physically immerse yourself
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Physically immerse yourself
Like MITs Age Lab. What if marketers were like method actors?
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Mirror the emotional journey
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Simulate the experience
Like USAA employees.
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
PRINCIPLES OF ORGANIZATIONAL EMPATHY!
01 Listening & Implicit observation 02 Relatable experience 03 Empowered people 04 Emotionally intelligent communication 05 Affective solutions
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Put people before policy
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Put people before policy
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Celebrate success stories
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Authorize autonomous action
Like the Ritz-Carlton
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
PRINCIPLES OF ORGANIZATIONAL EMPATHY!
01 Listening & Implicit observation 02 Relatable experience 03 Empowered people 04 Emotionally intelligent communication 05 Affective solutions
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Trigger emotional understanding. Like Dan Pink.
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Re-frame truisms.
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Facilitate socialization via story.
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Prepare for timely participation. Like Nike.
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
PRINCIPLES OF ORGANIZATIONAL EMPATHY!
01 Listening & Implicit observation 02 Relatable experience 03 Empowered people 04 Emotionally intelligent communication 05 Affective solutions
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Embed empathy in products & service.
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Encourage improvement, large & small.
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Find your cultural fit. Like Outliers.
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
See the social in emotional.
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
PRINCIPLES OF ORGANIZATIONAL EMPATHY!
01 Listening & Implicit observation 02 Relatable experience 03 Empowered people 04 Emotionally intelligent communication 05 Affective solutions
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
PRINCIPLES OF ORGANIZATIONAL EMPATHY!
EMPATHY IS HARD!
FOR INDIVIDUALS, LET ALONE ORGANIZATIONS!
THERE IS NO FORUMLA. !
BUT IT IS MORE IMPORTANT!
TO LEARN WHAT WORKS!
DISCLAIMER/
FOR YOUR TEAM.!
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
1/ Partner Empowerment 2/ Radical Customer-Centricity 3/ Empathy as Global Citizen
APPLIED ORGANIZATIONAL EMPATHY!3 Success Stories!
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
1. MANAGE RISK 1. MANAGE RISK
ROE/ EMBED EMPATHY IN BUSINESS TO!
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
1. MANAGE RISK
2. BUILD CUSTOMER LOYALTY 2. BUILD CUSTOMER LOYALTY
ROE/ EMBED EMPATHY IN BUSINESS TO!
1. MANAGE RISK
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
3. INSPIRE INNOVATION
ROE/ EMBED EMPATHY IN BUSINESS TO!
2. BUILD CUSTOMER LOYALTY
1. MANAGE RISK
CONFIDENTIAL AND PROPRIETARY!© IDEA COUTURE INC. 2013; ALL RIGHTS RESERVED.!
Thanks / Questions
@shazell