In my mind the word of the year seems to be "empathy." It's a time in history when we certainly need a more empathetic understanding of our fellow humans. What are their struggles? Their goals? Their dreams? Let's focus more on what we have in common and less on what we don't.
A running second concept would be "diversity." From a business standpoint, the need for the former seems to be the driving trend toward the latter. In terms of recruitment and corporate culture, the buzz words of diversity and inclusion are seemingly top-of-mind. Businesses are looking at ways to empower and nurture their remote teams, building stronger bonds and fostering greater awareness and tolerance for social, cultural and socio-economic realities. Helping teams thrive means creating a culture that rewards diversity and inclusion, which can also mean achieving a more vibrant, equitable and globally responsive brand. This can translate into economic rewards.
The empathy economy
In researching this topic, I came across something called "
the empathy economy." The concept was described as a level of self-awareness, an aspiration to gain a deeper understanding of others through our own, possibly flawed perspective. Apply this lens to society and the empathy economy touches corporate leadership, governance and ethics, marketing, brand and more. "Empathy has a broader meaning that extends well beyond its dictionary definition of ‘the ability to understand and share the feelings of another'" says
ThinkNow. "Empathy has become as essential to business success as the products and services a company offers."
The article went on to expound on three ways diversity and inclusion become key to the empathy economy:
1. A lack of diversity and inclusion negatively affects all aspects of corporate culture
2. Diversity and inclusion in marketing increase positive aspects of brand perception
3. Reaching diverse audiences will deliver more financial value
This concept is supported and strengthened by another foundational tool of marketing: emotion.
Emotion is at the heart of everything we do as marketers, designers and copywriters. None of it matters if we don't touch the heart of our audience. Brand is built on it. Cultures are built on it.
How can we aspire to crack the golden nut that is emotion without a clear and honest appraisal of empathy? They are intrinsically linked. In fact, the process of design thinking is broken up into five specific stages, empathy being one of them: empathy, definition, ideation, prototyping, and testing.
Three ways
The article went on to expound on three ways diversity and inclusion become key to the empathy economy:
- A lack of diversity and inclusion negatively affects all aspects of corporate culture
- Diversity and inclusion in marketing increase positive aspects of brand perception
- Reaching diverse audiences will deliver more financial value
This concept is supported and strengthened by another foundational tool of marketing: emotion.
Emotion is at the heart of everything we do as marketers, designers and copywriters. None of it matters if we don't touch the heart of our audience. Brand is built on it. Cultures are built on it.
How can we aspire to crack the golden nut that is emotion without a clear and honest appraisal of empathy? They are intrinsically linked. In fact, the process of design thinking is broken up into five specific stages, empathy being one of them: empathy, definition, ideation, prototyping, and testing.
What creatives are saying
"The reality is that people make decisions based on emotion. Tapping into that
emotion and using it to drive business outcomes is the creative superpower."
-- Adam Morgan, Executive Creative Director
"Nothing is more authentic than being transparent and empathetic."
Stacy Martinet, VP Marketing Strategy & Communications, Adobe
“Leaders have to encourage and elevate creative thinking. It’s not enough to have a culture that tolerates creativity. Every meeting is an opportunity to reject the status quo — and we have to endorse creative problem solving and require it from our teams.”
-- Sarah Kennedy Ellis, VP of Global Marketing, Adobe
Adobe report
In an Adobe report,
The Future of Marketing is Creative, published by Adobe last year this is idea of empathy and emotion was essential to successfully navigating our pandemic-coined "new normal." The advice was summed up this way:
People need human connection, now more than ever.
- Show customers and employees you genuinely care
- Offer more value-added services and educational content
- Foster community fellowship and sharing
- Make the digital experience as rich as possible
These new tenets of business have transcended that "new normal." What we originally thought would be a passing trend, are now part of the fabric of business reality, destined to outlive the virus and lock-downs. Our workloads, attitudes and strategies have forever changed.
So, to sum all this up, I buy into the empathy economy and champion the need for empathy, diversity and fellow-feeling. I intend to incorporate these concepts into every project I touch. That might mean asking the hard questions of clients and stakeholders:
- How can we elevate the goals of this project to be more than getting that next lead or enticing that next CTA?
- How does this asset make one feel? What unsaid value is being represented?
- Are we representing a bigger mission and reflecting a positive message that is empathetic to your audience,
nurturing to your employees, and empowering to society at large?
Let's show emotion, heart, and fellow-feeling, embracing a kaleidoscope of humanity, in every word and pixel we promote.