SixEmpathy That Lasts

Bringing people face to face triggers a caring response. The emotionally charged memories of that experience can be a guiding light to stay true to the vision.

SEVERAL YEARS AGO, a group of senior executives from Mercedes-Benz wanted to understand how they could make cars that appealed to young Americans. They were concerned that Mercedes had become so closely associated with wealthy Baby Boomers that the brand might have trouble connecting with a new generation of drivers. They felt the need to reinvent themselves. They needed to innovate. With that goal in mind, a group of twenty executives set out on a trip to San Francisco to meet with experts on innovation. As part of that trip, they invited a team from Jump ...

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