Wired to Care: How Companies Prosper When They Create Widespread Empathy
Dev Patnaik
Publication Date
January 2009
FT Press
FROM AMAZON.COM: In this essential and illuminating book, top business strategist Dev Patnaik tells the story of how organizations of all kinds prosper when they tap into a power each of us already has: empathy, the ability to reach outside of ourselves and connect with other people.

When people inside a company develop a shared sense of what's going on in the world, they see new opportunities faster than their competitors.

They have the courage to take a risk on something new.

And they have the gut-level certitude to stick with an idea that doesn't take off right away.

People are "Wired to Care," and many of the world's best organizations are, too.

In pursuit of this idea, Patnaik takes readers inside big companies like IBM, Target, and Intel to see widespread empathy in action. But he also goes to farmers' markets and a conference on world religions. He dives deep into the catacombs of the human brain to find the biological sources of empathy. And he spends time on both sides of the political aisle, with James Carville, the Ragin' Cajun, and John McCain, a national hero, to show how empathy can give you the acuity to cut through a morass of contradictory information.

Wired to Care is a compelling tale of the power that people have to see the world through each other's eyes, told with passion for the possibilities that lie ahead if leaders learn to stop worrying about their own problems and start caring about the world around them. As Patnaik notes, in addition to its considerable economic benefits, increasing empathy for the people you serve can have a personal impact, as well: It just might help you to have a better day at work.

Blurring the Line Between Inside and Out

What's the critical difference between Nike and every other shoe company on the planet? Why do some airline executives continue to insist that air travel is great, when we all know better? What has enabled Zildjian, a family business founded outside Istanbul, to thrive for almost 400 years?

Praise for Wired to Care:

"Wired to Care will convince you that businesses succeed with their hearts as much as their heads. Dev Patnaik has given us just what we need for the lean years ahead."

MALCOLM GLADWELL, author of Outliers, Blink, and The Tipping Point

"Wired to Care describes how to recover the basic human abilities of empathy that may be buried by your day-to-day business routines. Dev Patnaik shows how you can create a more empathic — and much more successful — business."

CHIP HEATH, author of Made to Stick

"Dev Patnaik's Wired to Care maps a path to innovation fueled by 'seeing the world with new eyes.' On numerous occasions, Dev and his colleagues at Jump helped us break through to those most critical insights."

BETH COMSTOCK, Chief Marketing Officer, GE

"Wired to Care offers a roadmap to success paved with empathy. The bottom line is better profits, better products, and happier employees. There is a better day for business (thankfully) when companies are wired to care."

ROBYN WATERS, former VP of Trend, Target Stores, and author of The Hummer and the Mini

Wired to Care: How Companies Prosper When They Create Widespread Empathy
Filed under: empathy, customer focus, design, jump associates.
 Rate this book
Guest tags and ratings are provisional. Sign in to confirm.
Share your perspective. Does this book belong in the service design canon? What are the most important points to take away? Please share any links to reviews or other information regarding this book or its themes.
Your Name *
E-mail Address *
Check your inbox for confirmation after you submit your comment. Follow the link in the e-mail for approval. You should only need to do this once.
  1. Introduction
  2. The Map Is Not the Territory
  3. The Way Things Used to Be
  4. The Power of Affinity
  5. Walking in Someone Else's Shoes
  6. Empathy That Lasts
  7. Open All the Windows
  8. Reframe How You See the World
  9. We Are Them and They Are Us
  10. The Golden Rule
  11. The Hidden Payoff