Everywhere I go, I see examples of things that are not done in the customer’s interest.
One of the big reasons for this is what I call the “They’ll never let you do that” syndrome.
These are the things that we think ought to be changed but never are And the reason they never are is for fear of challenging some base assumptions about the way that the company operates.
A couple of odd examples are reluctance to challenge slow computer systems (“It’s an IT problem”) or maybe throwing out the IVR system (“We can’t do that”).
What is needed most to challenge any assumption is some form of bulletproof business case.
The larger the assumption that we need to challenge, the larger amount of evidence that we need to gather.
But sometimes the problem is just in our heads. Perhaps we need to be more challenging.
So go on and make a challenge.
Perhaps you will find that they really will let you do that!