Quality-management programs can’t give you the kind of empathetic connection to consumers that increasingly is the key to opening up new business opportunities. All the B-school-educated managers you hire won’t automatically get you the outside-the-box thinking you need to build new brands — or create new experiences for old brands. The truth is we’re moving from a knowledge economy that was dominated by technology into an experience economy controlled by consumers and the corporations who empathize with them….
Understanding, empathy, problem-solving — these are the heuristic managerial skills needed today, argues Martin, who advises Procter & Gamble ..
Daniel Pink argues that left-brain linear, analytical, and computer-like thinking are being replaced by right-brain empathy, inventiveness, and understanding as skills most needed by business…
by By Bruce Nussbaum