Lessons to be learned from Robert McNamara and a pair of long-handled toenail clippers
Jeremy Bullmore
Empathy doesn't just mean being cuddly – it means learning to see through your customers' eyes.
Imagine two people, one on either side of a canal.
The first one shouts across: "How do I get to the other side?"
The second one shouts back: "You are on the other side!"
At the heart of this primitive joke lies a form of blindness that has probably contributed to more wars, divorces, family alienations, political failures and wastes of marketing money than any other single cause....