In a perfect world, we’d create products and services with the sole purpose of helping people. This altruistic goal is often pitted against a profit-first approach, where sales targets run the show and drive decisions.
I specialize in creating digital experiences in healthcare, and the most common conflict strategically has always been the balance of truly helping patients while also increasing revenue. Fortunately, businesses are realizing that understanding and caring about customers’ needs can not only positively impact their bottom line, but it should be the North Star that guides their strategy and product roadmap.
In my latest Forbes article, see how three blockbuster brands are boldly and inventively combining empathy and economics to drive growth and delight customers all at once.