It is something that I spend a lot of time on; convincing the CEO to think from the customer standpoint, talking to the department head about what will deliver results at the frontlines.
It requires a lot of thinking to make something ‘dumb’ and it is never simple to make anything ‘simple’. Companies are often caught in a situation where they are terribly excited about a slew of product launches or service upgrades which they think is going to be terribly exciting to the customer. The customer may indeed be excited, only if somebody told him about it or better still answered all his queries.
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