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Give Your Business a Heart (Collection)

Book Description

Wired to Care: How Companies Prosper When They Create Widespread Empathy, first edition, explains how companies can challenge themselves to meet their customers more than halfway. The author's original approach walks helps readers shift their thinking and their companies' thinking beyond the borders of the organization. The author begins by having the reader explore their own mental models and maps; explores how size and distance have disconnected companies from their true customers; shows how we are wired to care in our brains; and provides a way for companies to drive growth by understanding this truth about their customers: We are them, and they are us.

Today’s best companies get it. From retail to finance and industries in between, the organizations who recognize that doing good is good business are becoming the ultimate value creators. They’re changing their culture and generating every form of value that matters: emotional, experiential, social, and financial. And they’re doing it for all their stakeholders. Not because it’s simply politically correct, because it’s the only path to long-term competitive advantage.

These are the Firms of Endearment. Companies people love doing business with, working for and collaborating with as partners. Since the publication of the First Edition, the concept of corporate social responsibility has become embraced as a valid, important, and profitable business model. It is a trend that has transformed the workplace and corporate world. This Second Edition updates the examples, cases, and applications from the original edition, giving readers insight into how this hallmark of the modern organization is practiced today.

Table of Contents

  1. About This eBook
  2. Title Page
  3. Copyright Page
  4. Table of Contents
  5. Wired to Care: How Companies Prosper When They Create Widespread Empathy
    1. Copyright Page
    2. Dedication Page
    3. Praise for Wired to Care
    4. Part I: The Case for Empathy
      1. One: Introduction
        1. Empathy Equals Growth
        2. Reflect What You See
        3. Stepping Outside of Yourself
        4. From Xbox to Zune
      2. Two: The Map Is Not the Territory
        1. Maxwell House Destroys Coffee
        2. Going with Your Gut
        3. Gerstner Defies the Analysts
        4. The Question of Immediacy
        5. Making Abstractions Tangible
        6. Alternatives to Using a Tiger
        7. The Cost of Not Knowing the Territory
      3. Three: The Way Things Used to Be
    5. Part II: Creating Widespread Empathy
      1. Four: The Power of Affinity
        1. It’s the Economy, Stupid
        2. The Challenges of Success
        3. Life on the A Plan
        4. Choosing Not to Reflect
      2. Five: Walking in Someone Else’s Shoes
        1. Mirror Neurons
        2. Lawrence Taylor Breaks Joe Theismann’s Leg
        3. Using Your Mirror Neurons On the Job
        4. Running in Their Shoes
        5. It Starts with Curiosity
      3. Six: Empathy That Lasts
        1. The Courage of Your Convictions
        2. Pixar Goes to the Kitchen
        3. The Limbic System
        4. “It’s Not Personal...It’s Just Business”
        5. Buying Steelcase Furniture
        6. Losing 65,000 Jobs
        7. Operation Bear Hug
        8. Triggering the Care Response
      4. Seven: Open All the Windows
        1. Jack Stack Opens the Books
        2. The Sum of a Thousand Decisions
        3. Open Empathy Organizations
        4. Opening the Windows
        5. Make It Easy
        6. Make It Everyday
        7. Make It Experiential
        8. It’s About Growth
    6. Part III: The Results of Empathy
      1. Eight: Reframe How You See the World
        1. Three Kinds of Reframes
        2. Seeing the World As It Sees Itself
        3. Seeing What Others Can't See
        4. See a New Way to Solve a Problem
        5. A Reframe Can Transform a Business
        6. Reframing Sports Casual
        7. Black Is the New Black
      2. Nine: We Are Them and They Are Us
        1. Blurring the Lines
        2. Mike Keefe Lives in Two Worlds
        3. Having Friends Can Increase Your Lifespan
      3. Ten: The Golden Rule
        1. Reciprocal Altruism
        2. Identities Blur in Our Minds
        3. Telling Employees to Dig Through Trash
        4. Three Levels of the Golden Rule
        5. Knowing Torture When You See It
      4. Eleven: The Hidden Payoff
        1. A Humbling Call to Service
        2. Connecting with the Common Man
        3. Finding the Profound in the Prosaic
        4. Cleaning Is an Act of Care
        5. A Widespread Sense of Mission
    7. Acknowledgments
    8. Endnotes
      1. Chapter 1: Introduction
      2. Chapter 2: The Map Is Not the Territory
      3. Chapter 3: The Way Things Used to Be
      4. Chapter 4: The Power of Affinity
      5. Chapter 5: Walking in Someone Else’s Shoes
      6. Chapter 6: Empathy That Lasts
      7. Chapter 7: Open All the Windows
      8. Chapter 8: Reframe How You See the World
      9. Chapter 9: We Are Them and They Are Us
      10. Chapter 10: The Golden Rule
      11. Chapter 11: The Hidden Payoff
    9. About the Authors
    10. Financial Times Press
    11. Index
  6. Firms of Endearment: How World-Class Companies Profit from Passion and Purpose, Second Edition
    1. Copyright Page
    2. Dedication Page
    3. Forewords
      1. Foreword to the First Edition
      2. First Foreword to the Second Edition
      3. Second Foreword to the Second Edition
    4. Acknowledgments
    5. About the Authors
    6. Prologue: A Whole New World
      1. The Age of Empowerment
      2. The Age of Knowledge
      3. The Age of Transcendence
      4. Overview of Chapters
      5. Endnotes
    7. 1. Building Business on Love and Care
      1. The Power of Love
      2. What Is a Firm of Endearment?
      3. FoE Stakeholders
      4. Identifying the Original Firms of Endearment
      5. Firms of Endearment vs. Good to Great Companies
      6. Selecting Companies for the Second Edition
      7. The Unspoken Contract That FoEs Honor
      8. The FoE Way
      9. Endnotes
    8. 2. New Age, New Rules, New Capitalism
      1. The Self-Actualization of Capitalism
      2. Shareholders versus Stakeholders
      3. Emotionally Intelligent Management in FoEs
      4. Finding the Will to Change
      5. Endnotes
    9. 3. Dealing with Disorder
      1. The Communications Challenge
      2. Endnotes
    10. 4. Employees: From Resource to Source
      1. FoEs Put Meaning into the Work Experience
      2. The Partnership Advantage in Management-Union Relationships
      3. Building Trust
      4. The Joy of Work
      5. Training and Development Are Priorities in FoEs
      6. Recognition and Celebration Have High Priority in FoEs
      7. How FoEs View Part-Time Employees
      8. Connecting Top to Bottom
      9. The HR Department of the Future
      10. Benefits That Flow to Shareholders from Doing It Right
      11. Endnotes
    11. 5. Customers: Healing vs. Hucksterism
      1. The New Marketing Paradigm
      2. A New Consciousness
      3. It’s Not News: Committed Employees Yield Committed Customers
      4. How Not to Build Trust
      5. FoEs Are Soulful
      6. Endnotes
    12. 6. Investors: Reaping What FoEs Sow
      1. The Whole Foods Way to Shareholder Wealth
      2. Who Are Today’s Investors?
      3. The Zen Way of Viewing the Pursuit of Profit
      4. Bonding Investors, Employees, and Customers
      5. Shareholder Returns
      6. Conclusion
      7. Endnotes
    13. 7. Partners: Elegant Harmonies
      1. Measures That Matter
      2. Stakeholder Concinnity vs. Exploitation
      3. Making Stakeholders Partners Increases Success Potential
      4. Collaboration Is More Profitable Than Exploitation
      5. The Art of Ironic Management
      6. Endnotes
    14. 8. Society: The Ultimate Stakeholder
      1. Business Values vs. Human Values
      2. Pirate or Great Humanitarian?
      3. FoEs and Society
      4. Endnotes
    15. 9. Culture: The Secret Ingredient
      1. The Greatest Place to Work?
      2. The Primacy of Culture
      3. Unleashing Organizational Energy
      4. Setting Organizational Vision: Seeing the Larger Picture
      5. Nurturing Organizational Values by Building Endearing Cultures
      6. FoE Cultural Characteristics
      7. Culture = DNA
      8. Endnotes
    16. 10. What We Have Learned
      1. Distinguishing Traits of Firms of Endearment
      2. Challenging Industry Dogma
      3. Aligning Stakeholders’ Interests
      4. Breaking Traditional Trade-Offs
      5. A Long-Term Perspective
      6. Organic Growth
      7. Blending Work and Play
      8. Rejecting Traditional Marketing Models
      9. Conclusion
      10. Endnotes
    17. 11. The Other Side of Complexity
      1. The Big Challenge of the Times: Transcending a Zero Sum Mindset
      2. FoE Management Requires Holistic Thinking
      3. Getting to the “Other Side of Complexity”
      4. Conclusion
      5. Endnotes
    18. Appendix A. Brief Company Profiles
      1. U.S. Public Firms of Endearment
      2. U.S. Private Firms of Endearment
      3. Non-U.S. Companies
      4. Endnotes
    19. Appendix B. Interview with Rick Frazier
    20. Index