Are your executives isolated from your customers’ experience?

I found the recent Rita McGrath article on Five Ways to Ruin Your Innovation Process very insightful.  Please note particularly the fourth way:“Too little diversity of thought; too much isolation from customers’ experience. It never fails to amaze me. Companies whose customers are predominantly female leave innovation decisions to men. Organizations serving college students have an average employee age of 48. Mobile phone operators make sure their executives never deal with the dropped calls and poor reception that bedevil their customers. These examples show that executives are seldom challenged by the actual experiences of their customers.”

Are your executives isolated from your customers’ experience?

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Experience, Customer Immersion, Innovation. Bookmark the permalink.

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