Anyone remember Yahoo!? What became of the company that was the most popular search engine in the world in the early 1990’s?
In a business context, I often find when you say to an organisation that they should listen to their customer more, what they most often appear to hear is “you need to give the customer what they want, unconditionally”. In some ways this is understandable, given financial targets, personal objectives and pressures to deliver you can see why this is likely to be interpreted as “roll over and play dead”. In reality, what this represents is a failure to listen.