Firms of Endearment : How World-Class Companies Profit From Passion and Purpose

Love, Joy, Authenticity, and Soul: Building Winning Businesses in the New Age of Transcendence • Why today’s most humane companies are blowing away the S&P 500 averages • Increasing “share of heart”: delivering the emotional, experiential, and social value your stakeholders are demanding • 30 powerful case studies, including CarMax®, TimberlandTM, Jordan’s Furniture, Trader Joe’s, Wegmans, and ToyotaTM Today’s best companies get it. From Costco® to Commerce Bank, Wegmans to Whole Foods®: they’re becoming the ultimate value creators. They’re generating every form of value that matters: emotional, experiential, social, and financial. And they’re doing it for all their stakeholders. Not because it’s “politically correct”: because it’s the only path to long-term competitive advantage. These are the Firms of Endearment. Companies people love doing business with. Love partnering with. Love working for. Love investing in. Companies for whom “loyalty” isn’t just real: it’s palpable, and driving unbeatable advantages in everything from marketing to recruitment. You need to become one of those companies. This book will show you how. You’ll find specific, practical guidance on transforming every relationship you have: with customers, associates, partners, investors, and society. If you want to be great–truly great–this is your blueprint. We’re entering an Age of Transcendence, as people increasingly search for higher meaning in their lives, not just more possessions. This is transforming the marketplace, the workplace, the very soul of capitalism. Increasingly, today’s most successful companies are bringing love, joy, authenticity, empathy, and soulfulness into their businesses: they are delivering emotional, experiential, and social value—not just profits. Firms of Endearment illuminates this, the most fundamental transformation in capitalism since Adam Smith. It’s not about “corporate social responsibility”: it’s about building companies that can sustain success in a radically new era. It’s about great companies like IDEO and IKEA®, Commerce Bank and Costco®, Wegmans and Whole Foods®: how they earn the powerful loyalty and affection that enables truly breathtaking performance. This book is about gaining “share of heart,” not just share of wallet. It’s about aligning stakeholders’ interests, not just juggling them. It’s about building companies that leave the world a better place. Most of all, it’s about why you must do all this, or risk being left in the dust... and how to get there from wherever you are now. Foreword xv Prologue A Whole New World xxi Chapter 1 It’s Not Share of Wallet Anymore; It’s Share of Heart 1 Chapter 2 New Age, New Rules, New Capitalism 23 Chapter 3 The Chaotic Interregnum 49 Chapter 4 Employees—The Decline and Fall of Human Resources 65 Chapter 5 Customers—The Power of Love 97 Chapter 6 Investors—Reaping What FoEs Sow 125 Chapter 7 Partners—Elegant Harmonies 145 Chapter 8 Society—The Ultimate Stakeholder 171 Chapter 9 Culture—The Secret Ingredient 197 Chapter 10 Lessons Learned 235 Chapter 11 Crossing Over to the Other Side 253 Acknowledgments 273 From The Publisher: Love, Joy, Authenticity, And Soul: Building Winning Businesses In The New Age Of Transcendence. Why Today's Most Humane Companies Are Blowing Away The S & P 500 Averages. Increasing Share Of Heart: Delivering The Emotional, Experiential, And Social Value Your Stakeholders Are Demanding. 30 Powerful Case Studies, Including Carmax, Timberland, Jordan's Furniture, Trader Joe's, Wegmans, And Toyota. Today's Best Companies Get It. From Costco To Commerce Bank, Wegmans To Whole Foods: They're Becoming The Ultimate Value Creators. They're Generating Every Form Of Value That Matters: Emotional, Experiential, Social, And Financial. And They're Doing It For All Their Stakeholders. Not Because It's Politically Correct: Because It's The Only Path To Long-term Competitive Advantage. These Are The Firms Of Endearment. Companies People Love Doing Business With. Love Partnering With. Love Working For. Love Investing In.^ Companies For Whom Loyalty Isn't Just Real: It's Palpable And Driving Unbeatable Advantages In Everything From Marketing To Recruitment. You Need To Become One Of Those Companies. This Book Will Show You How. You'll Find Specific, Practical Guidance On Transforming Every Relationship You Have: With Customers, Associates, Partners, Investors, And Society. If You Want To Be Great-truly Great-this Is Your Blueprint. We're Entering An Age Of Transcendence, As People Increasingly Search For Higher Meaning In Their Lives, Not Just More Possessions. This Is Transforming The Marketplace, The Workplace, The Very Soul Of Capitalism. Increasingly, Today's Most Successful Companies Are Bringing Love, Joy, Authenticity, Empathy, And Soulfulness Into Their Businesses: They Are Delivering Emotional, Experiential, And Social Value-not Just Profits. Firms Of Endearment Illuminates This, The Most Fundamental Transformation In Capitalism Since Adam Smith.^ It's Not About Corporate Social Responsibility: It's About Building Companies That Can Sustain Success In A Radically New Era. It's About Great Companies Like Ideo And Ikea, Commerce Bank And Costco, Wegmans And Whole Foods: How They Earn The Powerful Loyalty And Affection That Enables Truly Breathtaking Performance. This Book Is About Gaining Share Of Heart, Not Just Share Of Wallet. It's About Aligning Stakeholders' Interests, Not Just Juggling Them. It's About Building Companies That Leave The World A Better Place. Most Of All, It's About Why You Must Do All This, Or Risk Being Left In The Dust-and How To Get There From Wherever You Are Now. Foreword -- Prologue : A Whole New World -- Ch. 1. It's Not Share Of Wallet Anymore, It's Share Of Heart -- Ch. 2. New Age, New Rules, New Capitalism -- Ch. 3. The Chaotic Interregnum -- Ch. 4. Employees : The Decline And Fall Of Human Resources -- Ch. 5. Customers : The Power Of Love -- Ch. 6. Investors : Reaping What Foes Sow -- Ch. 7. Partners : Elegant Harmonies -- Ch. 8. Society : The Ultimate Stakeholder -- Ch. 9. Culture : The Secret Ingredient -- Ch. 10. Lessons Learned -- Ch. 11. Crossing Over To The Other Side -- Acknowledgments. Rajendra S. Sisodia, David B. Wolfe, Jagdish N. Sheth. Includes Bibliographical References And Index. Today's best companies get it . From Costco ® to Commerce Bank, Wegmans to Whole Foods ® : they're becoming the ultimate value creators. They're generating every form of value that matters: emotional, experiential, social, and financial . And they're doing it for all their stakeholders. Not because it's "politically correct": because it's the only path to long-term competitive advantage . These are the Firms of Endearment . Companies people love doing business with. Love partnering with. Love working for. Love investing in. Companies for whom "loyalty" isn't just real: it's palpable, and driving unbeatable advantages in everything from marketing to recruitment. You need to become one of those companies. This book will show you how. You'll find specific, practical guidance on transforming every relationship you have: with customers, associates, partners, investors, and society. If you want to be great- truly great- this is your blueprint. We're entering an Age of Transcendence, as people increasingly search for higher meaning in their lives, not just more possessions. This is transforming the marketplace, the workplace, the very soul of capitalism. Increasingly, today's most successful companies are bringing love, joy, authenticity, empathy, and soulfulness into their businesses: they are delivering emotional, experiential, and social value-not just profits. Firms of Endearment illuminates this, the most fundamental transformation in capitalism since Adam Smith. It's not about "corporate social responsibility": it's about building companies that can sustain success in a radically new era. It's about great companies like IDEO and IKEA ® , Commerce Bank and Costco ® , Wegmans and Whole Foods ® : how they earn the powerful loyalty and affection that enables truly breathtaking performance. This book is about gaining "share of heart," not just share of wallet. It's about aligning stakeholders' interests, not just juggling them. It's about building companies that leave the world a better place. Most of all, it's about why you must do all this, or risk being left in the dust... and how to get there from wherever you are now It's a fact: People are increasingly searching for higher meaning in their lives, not just more possessions. This trend is transforming the marketplace, the workplace, and the very soul of capitalism. Increasingly, today's most successful companies are those who've brought love, joy, authenticity, empathy, and soulfulness into their businesses: companies that deliver emotional, experiential, and social value, not just profits. Firms of Endearment illuminates this: the most fundamental transformation in capitalism since Adam Smith. It's not a book about corporate social responsibility: it's about building companies that can sustain success in a radically new era. It's about great companies like IDEO and IKEA, Commerce Bank and Costco, Wegmans and Whole Foods: how they've earned powerful loyalty and affection from all their stakeholders, while achieving stock performance that is truly breathtaking. It's about gaining "share of heart," not just share of wallet. It's about aligning the interests of all your stakeholders, not just juggling them. It's about understanding how the "new rules of capitalism" mirror the self-actualization focus of our aging society. It's about building companies that leave the world a better place. Most of all, it's about why you must do all this, or risk being left in the dust... and how to get there from wherever you are now. Cover......Page 1 Contents......Page 12 Foreword......Page 16 Prologue: A Whole New World......Page 22 Chapter 1 It’s Not Share of Wallet Anymore; It’s Share of Heart......Page 34 Chapter 2 New Age, New Rules, New Capitalism......Page 56 Chapter 3 The Chaotic Interregnum......Page 82 Chapter 4 Employees—The Decline and Fall of Human Resources......Page 98 Chapter 5 Customers—The Power of Love......Page 130 Chapter 6 Investors—Reaping What FoEs Sow......Page 158 Chapter 7 Partners—Elegant Harmonies......Page 178 Chapter 8 Society—The Ultimate Stakeholder......Page 204 Chapter 9 Culture—The Secret Ingredient......Page 230 Chapter 10 Lessons Learned......Page 268 Chapter 11 Crossing Over to the Other Side......Page 286 Acknowledgments......Page 306 C......Page 310 F......Page 312 I......Page 313 M-N......Page 314 Q-R......Page 315 S......Page 316 W-X-Y-Z......Page 317 Humane companies are increasing their "share of heart": delivering the emotional, experiential, and social value stakeholders are demanding. It's not about "corporate social responsibility": it's about building companies that can sustain success. This book gives guidance on transforming relationships with customers, investors, society, and others.