Wednesday, July 27, 2005

The Power of Empathy

David Wolfe blogs about the power of empathy. You can certainly feel it when you imagine yourself in this ad. Being an expectant grandfather for the first time, maybe I should consider ... nah!

But empathy is an important resource for all of us marketers to utilize when communicating for our companies.

When you can actually feel what it's like to be your customer, then, as David points out, you would give second thought before installing an automatic phone answering system that prevents your customers from talking to a real person about their real problems. He points out that only one of the major airlines has refused to install these irritating systems -- only one -- and that one is the most profitable. Yes, of course, you know it is Southwest Airlines.


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