Want to create an interactive transcript for this episode?
Podcast: INSEAD Knowledge Podcast
Episode: The business value of empathy
Description: Our relationship to products and brands is complicated. Our opinion of them is shaped by how they make us feel as much as what they do for us. Tim Kobe, founder of strategic design firm Eight Inc., knows this all too well. Starting with his pioneering work on the initial Apple Store concepts, he's helped global brands find their voice -- and new heights of profitability -- by leveraging the emotional experience they provide to customers. Kobe and Roger Lehman, INSEAD Senior Affiliate Professor of Entrepreneurship and Family Enterprise, wrote the new book Return on Experience, which explains how and...