Putting yourself in the customer’s shoes doesn’t work
帝国理工的Johannes Hattula研究发现，营销经理的共情能力反而让他们误以为顾客偏好与自己一致，这对企业推行客户导向理念提出了挑战。
The article presents an interview with Johannes Hattula of Imperial College, who participated in research that demonstrated in marketing managers a positive correlation between empathy and the managers' perception that customers' preferences aligned with their own. Topics discussed include the type of preferences the study focused on, the self-centered nature of people the research suggests, implications for the notion among firms of creating a customer orientation, and whether the same effect might exist between executives and their employees