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Yeah I am very confused on this. Is the idea to develop customer empathy or deliverer empathy? Wouldnt I get customer empathy by you know actually being a customer? What if I am not a customer? Does that mean I cannot get a job here? If this is the right thing to do how should this extend to other companies? Say CIA? Grindr/Tinder? On a more general note what suggests I cannot have customer empathy or give my best just because I don't prefer doing this?

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"What if I am not a customer? Does that mean I cannot get a job here?"

Facebook recruited me a few years ago. I told them 100% that I don't use Facebook. I think a few people I met with didn't get the memo because...well, I ultimately didn't get a job because I don't use Facebook.

So yeah, I could see that happening.

If you’re running a 2-sided network, both sides are your customers.

Actually that's a good point. So I guess now the point is whether customer empathy actually is a key ingredient to professionalism. I suppose you can be a professional without having customer empathy (well ok maybe customer contact) but you won't be a fanatic and that's what companies are trying to recruit to reduce churn?

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