Your defenders ring the ramparts. You’re ready. Cannons are manned. Piles of extra arrows in the form of solid commitments to UX lay at the feet of your sales team. Customer service team leaders have plenty of ammunition. They are loaded down with careful, happy scripts and working headphones. Their computer monitors hold reactive inventory lists – selected from the best user-experience company roundtables in your industry. We want this; we need that. Your company listened and acted.
Your competitors surround you astride headstrong horses, their breath visible in the cool morning air. These marauders are ready to tear down your hard-won market share. You have done your homework, though. Your customers are deliriously happy. The walls hold. Good job.
In today’s USA Today, we saw a renewed focus on corporate kindness.
In the old days, they used to call it social responsibility.
In business school, they used to tell us that social responsibility was not in the interest of the shareholders. The shareholders demand a profit, they said.
That was then. This is now. A good heart is good business. Giving some of the profits to those in need actually gives customers a better feeling about the company. Better feeling = more business. I do not think the profits and corporate kindness are mutually exclusive… to a point. At some nebulous level, though, the line needs to be drawn. Without profits, a business will not survive, cannot pay its employees, cannot re-invest into product development. The trick is finding the right mix, the correct balance. That trick applies to most things.
I recently stumbled upon the Chris Jordan 2008 TED talk wherein Chris made artwork out of our collective unconscious behaviors. With a smoking skeleton and pills formed into a surprising circular array, he exposed the following and other punishing statistics…not to punish us, but to inform us.
- 400,000 people died from smoking in 2008.
- 65,000 teenagers would start smoking in one month in 2008
- 213,000 Emergency Room visits resulted from prescription drug abuse
How are we doing against these data today? More importantly, if the unconscious behaviors Chris exposed in artful form come from our individual denials, is there something we can do about it? Not only do we bear the cost to our national psyche, but also to our healthcare costs, and unnecessary loss of life for our young people.
We’re moving in the wrong direction.
- 443,000 died from smoking in 2011, according to the Center for Disease Control (CDC)
- 114,000 teenagers started smoking in one month in 2011 (CDC)
- 1.4 million Emergency Room visits resulted from prescription drug use in 2011 (Source: Substance Abuse and Mental Health Services Administration).
I am reminded of the novel Lord of the Flies. I think the book, published in 1954, has been required reading in the California high schools for decades, and tracks closely to Chris Jordan’s reflection of our collectively destructive detritus. The Lord of the Flies author, William Golding, states that his novel’s theme is “an attempt to trace defects of society back to the defects of human nature. The moral is that the shape of a society must depend on the ethical nature of the individual and not on any political system, however apparently logical or respectable.”
Chris’s and our question of ourselves is: How conscious are we as individuals? What can we change today about ourselves that will change society, but more importantly, make us better individuals? Change is hard. Becoming conscious is the first step.