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Agree and disagree. Empathy is only sincere when it is founded in a true understanding of your customers processes and challenges and how the features and benefits of your product can solve their problem(s). Customers recognize false empathy immediately and reject empathy without substance. You better not only know the features and benefits of your product but thoroughly understand your customers processes and how the two fit. Anything else makes you a waste of your customers time. This is not evolution, it is "blocking and tackling".
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Nov 17, 2015