Guy Kawasaki's Remarkable People cover image

Ellen Langer: The Mother of Mindfulness

Guy Kawasaki's Remarkable People

CHAPTER

Understanding Customers and the Limitations of Empathy

In this chapter, they discuss a story about a pharmaceutical company that wanted to understand their customers better by simulating asthma. They delve into the limitations of this exercise in truly understanding someone else's experience and the importance of examining intentions behind behaviors.

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