A reader published a comment on the previous post on Customer empathy – which I thought was something worth sharing with everyone – so here goes!
“I have been involved in manufacturing and sale of engineering goods for more than three decades in India now. I have certainly learnt that it helps to empathise with your customers to gain their loyalty.
This empathy comes easily so long as it relates to product design, because this actually helps you to improve the utility of your products!
However, it becomes impossible to empathise with customers in commercial matters of price and credit, for the simple reason that such misplaced empathy is the surest way to run your business into the ground at least in India! I mention this because customers in India are by and large not reliable in matters of timely payments.
In short: Technical Empathy? 100% Yes! / Commercial Empathy? 100% No!”
Firstly thanks Uday Sir for the comment. I loved the comment, and am taking the liberty to publish the same on my site as well. I agree with the sentiment and appreciate that it comes through with great experience! The thought however should be around how can all this be circumvented. Can a seemingly commoditized product also be delivered to customers with a fabulous value which is irreplicable. I think that is the challenge, and something that Internet companies are excelling at too!