Deliver Impact With Empathy
summary
Central claim: delivery without empathy is useless — start by getting inside users’ shoes, not guessing solutions. Practical moves at Target: require 140 teams to add customer happiness metric and usage/retention/session-time tracking; run demos with quick Smartsheet three-question surveys; pilot dashboards with buyers, iterate every 2–4 weeks. Experimentally correlate tool use to decision quality via regressions. Concrete examples include Drybar, Tesla owner loyalty, and the patented prosthetic that succeeded where a “horsey horseless” car failed.
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chapters (12)
- 0:00Start
- 0:36Agile Manifesto
- 3:10Difference between Empathy and Sympathy
- 3:35What Is Empathy and Why Is It Very Different than Sympathy Empathy
- 3:55Qualities of Empathy Perspective
- 5:05Between Empathy and Sympathy
- 10:47Richard Branson
- 16:06Retention
- 17:15Customer Happiness Metric
- 19:57Net Promoter Score
- 21:47Customer Happiness
- 25:00Return Users
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