Seth Godin had an interest post in his blog in which he discussed that marketers can not be right and have empathy at the same time, you have to choose one.  Do most marketers want to prove that they are right or try to console and attend to why the customer is upset.

According to Seth, marketers should understand that being “right” means that the customer is “right”. The customer must believe that he or she is always right.
Do you agree with Seth’s reasoning?

Check out his post here.

http://sethgodin.typepad.com/seths_blog/2009/09/win-the-fight-lose-the-customer.html