Given the choice between acknowledging that your customer is upset or proving to her that she is wrong, which will you choose?
You can be right or you can have empathy.
You can't do both.
When was the last time the music industry applied this mindset to it's relationship with the consumer?
RIAA lawsuits. Confusing ticketing fees. Tracks that could only be played on some devices. A mobile download that costs a lot more than if they bought it via computer and 30 second ringtones that cost 3 - 4 times more than the whole song does. Rich rock stars who tell their fans to stop rippping them off.
The consumer is mad at us. Not at the music. At us. Given the choice between acknowledging that the fans are upset or proving to them that they are wrong, which will we choose?
