This is about one of the key cultural norms we measure for companies: “Customer-Centricity”.
It’s a good mode to be in. It makes life really simple. It makes you accountable. It keeps you from biting the hand that feeds you. It forces you to go out and actually cultivate real relationships with real people. It forces you to have empathy (which the killer app of most business).
Here’s the rub, being customer centric is not the answer to everything. Customers know what they have, but don’t expect them to be able to innovate into unknown territory. Like Henry Ford once said, “Had I given people what they asked for, I would’ve given them faster horses.”
The trick is to be totally passionate about your customers, but also be able to have an eye on the “other stuff” 🙂