Knowing your customer is a good idea. But it is not the same - philosophically, psychologically or practically - as caring about
them. Most enterprises do not believe they have the time, resources or, frankly, the obligation to do so, whether that is truly the case or not.
Vast arrays of data have given us the ability to better understand motives, inclinations, desires and intentions. We can infer from clicks, search histories, travel routines and even facial expressions the emotional state of a potential consumer and determine, statistically, what that may mean from a commercial standpoint.
Data can be useful. Information is more illuminating and knowledge leading to wisdom is optimal for decision making. But in the process of attempting to anticipate what others may do to benefit us, we, in whatever realm of human endeavor, should not confuse self interest with that of others.
Happy Thanksgiving. JL
Adam Ghahramani comments in Venture Beat:
On the surface, empathy and “empathy” mean the same thing: the
ability to put yourself into the shoes of another. But empathy connotes
compassion and a broader concern for humanity, while “empathy” is a
rebranding of the same, tired advice that’s been taught in business
circles for thousands of years: know your audience.