As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Unfortunately, we know that isn’t always a reality. Sometimes, companies “follow their gut,” doing things that clearly don’t stem from customer needs.
So we’re reaching out to you in the CX community. What is the worst example of inside-out thinking you’ve seen? The top three examples will each receive a copy of our book, How Hard Is It to Be Your Customer?