Summary:
The book argues that successful organizations thrive by fostering a culture of empathy, where employees deeply understand and share the feelings of their customers. It provides case studies and strategies for businesses to embed empathy in their operations, leading to more innovative products, stronger customer relationships, and increased growth.
Key points:
1. Empathy as a Business Asset: Patnaik views empathy as essential for businesses to understand customers and employees, leading to better innovation and success.
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