Furious customers? Missed deadlines? Failed products? The problems your business faces may stem from a single issue: lack of empathy.

In this practical playbook for organizations of all types, Maria Ross pairs her knowledge as a branding expert with proven research and fascinating stories from executives, changemakers, and community leaders to prove that empathy is great for business—and may transform you at a personal level, too.

Ross shows why your business needs to cultivate more empathy now, and shares the habits and traits of leaders who foster more productivity and loyalty. She gives practical tips, big and small, for how to align your mission with your values and hire the right people, cultivating a more innovative workplace culture. Finally, she gives you the goods on building your brand in an authentic and proactive way, and shows how doing so results in happier customers, market-leading offerings, and increased profits.